Description:
RPL for a Diploma of Customer Contact (BSB50311) is perfect for those who might be employed as a contact centre manager or quality assurance officer, amongst many other job roles. By utilising skills recognition, Get Qualified Australia and our RTO partners can help you to quickly obtain this qualification via your skills, experience and knowledge. Continue reading for more information on this Diploma and RPL.
DETAILS:
RPL Price: $1500
Course Usage Recommendation: current
Training Package: business services training package
How To Achieve
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Total number of units = 10
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3 core units plus
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7 elective units of which:
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2 units must be from Group A elective units below
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the remaining 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
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up to 2 units may be from a Certificate IV level qualification.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
Core units
BSBCCO504A Integrate customer contact operations in the organisation
BSBLED501A Develop a workplace learning environment
BSBMGT516C Facilitate continuous improvement
Elective units
Group A
BSBAUD501B Initiate a quality audit
BSBCCO501B Develop business continuity strategy
BSBCCO502A Establish a multicentre
BSBCCO503A Manage data interrogation
BSBCCO601B Optimise customer contact operations
BSBCCO602B Manage customer contact information
BSBCCO603B Design and launch new customer contact facilities
BSBCCO604B Develop and maintain a service level strategy
BSBCCO605B Develop and maintain a customer contact marketing strategy
BSBCCO606B Forecast and plan using customer contact traffic information analysis
BSBCCO607B Manage customer contact centre staffing
BSBCCO608B Manage customer contact operational costs
BSBCUS501C Manage quality customer service
BSBSLS501A Develop a sales plan
BSBSLS502A Lead and manage a sales team
Group B
BSBCCO403A Schedule customer contact activity
BSBCCO407A Administer customer contact technology
BSBCOM501B Identify and interpret compliance requirements
BSBCOM502B Evaluate and review compliance
BSBCOM503B Develop processes for the management of breaches in compliance requirements
BSBCOM601B Research compliance requirements and issues
BSBCOM602B Develop and create compliance requirements
BSBCOM603C Plan and establish compliance management systems
BSBDIV601A Develop and implement diversity policy
BSBHRM405A Support the recruitment, selection and induction of staff
BSBHRM503B Manage performance management systems
BSBHRM604A Manage employee relations
BSBINM501A Manage an information or knowledge management system
BSBINN502A Build and sustain an innovative work environment
BSBITA601A Configure and optimise customer contact technology
BSBLED502A Manage programs that promote personal effectiveness
BSBLED701A Lead personal and strategic transformation
BSBMGT605B Provide leadership across the organisation
BSBMGT615A Contribute to organisation development
BSBMGT618A Develop a contact centre business plan
BSBMKG610A Develop, implement and monitor a marketing campaign
BSBWHS501A Ensure a safe workplace
BSBPUB504A Develop and implement crisis management plans
BSBRSK501B Manage risk
BSBSUS501A Develop workplace policy and procedures for sustainability
BSBWOR403A Manage stress in the workplace
BSBWOR502B Ensure team effectiveness
Awarded By
NameProvider Code
Metro College of Technology31226
Asset Training Australia31718
Additional information
This qualification reflects the skills and knowledge required of individuals who typically manage complex multi-channel customer interactions; including tending to the training needs of others and promoting continuous process improvements, often in the capacity of a manager and with full authority to delegate.
Duties at this level may include all or some of the following functions: developing policy; making decisions and applying targets, such as KPIs; developing or contributing to organisational strategy; building capability and capacity within an organisation; coaching staff and handling complaints; scheduling and organising; interrogating systems; and building data capture processes.
Candidates undertaking this qualification require sound relationship management skills.
They may provide technical advice and support to a team.
Job roles
Possible job roles relevant to this qualification include:
- contact centre manager
- customer contact segment manager
- quality assurance officer
- customer contact coach
- analyst
- scheduler
- complex enquiry customer contact manager.
There are no entry requirements for this qualification.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing
The following contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Industry/enterprise requirements for this qualification include:
Communication
- transferring information centre's operational plans, goals, new products and services to team and project members
- reading and interpreting a range of reports and information
- writing team and project plans, documents and reports
Teamwork
- developing a team culture and identity
- managing a team and applying knowledge of one’s own role to achieve team goals
- working with diverse persons and groups
Problem-solving
- analysing information and reports
- dealing with complex customer complaints and escalations
- working through alternatives and improvements
Initiative and enterprise
- contributing to suggestions for improvements to products, services and processes
- supporting operational plans and organisational goals
Planning and organising
- developing team plans
- managing learning and development plans for team members
- planning team resources, targets and performance levels
Self-management
- managing own performance and motivating others
- managing own time and work priorities
- managing stress in the workplace
Learning
- learning new ideas, skills and techniques
- providing appropriate information on systems, products and services to team members
Technology
- using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
- using technology to assist the manipulation of information and to maximise performance
This qualification reflects the skills and knowledge required of individuals who typically manage complex multi-channel customer interactions; including tending to the training needs of others and promoting continuous process improvements, often in the capacity of a manager and with full authority to delegate.
Duties at this level may include all or some of the following functions: developing policy; making decisions and applying targets, such as KPIs; developing or contributing to organisational strategy; building capability and capacity within an organisation; coaching staff and handling complaints; scheduling and organising; interrogating systems; and building data capture processes.
Candidates undertaking this qualification require sound relationship management skills.
They may provide technical advice and support to a team.
Job roles
Possible job roles relevant to this qualification include:
- contact centre manager
- customer contact segment manager
- quality assurance officer
- customer contact coach
- analyst
- scheduler
- complex enquiry customer contact manager.
