Certificate III in Customer Contact

This qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

Entry requirements

There are no prerequisite requirements for individual units of competency.
Candidates may require having a minimum Year 10 level or 18 years old and over.

Career opportunities

Job roles and titles vary across different industry sectors.  Possible job titles relevant to this qualification include:

• Call/Contact Centre Agent
• Customer Service Representative
• Senior Customer Service Representative
• Telesales Representative

Program Articulation
 
After achieving the BSB30207 Certificate III in Customer Contact, candidates may undertake the BSB40307 Certificate IV in Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Certificate IV qualifications.

Program Duration

Full Time: 12 months
Part Time: 24 months

Course Commencement

Courses commence in February, April, July and September each year for full time and part time applicants.
Traineeships courses commence can be at any time of the year.

Delivery Methods
 
This course is delivered through face to face classroom learning or by correspondence.

Traineeships training are a combination of both on and off-the-job components and critiques carried out by a workplace supervisor.

Assessment Methods

Students may be required to sit written and oral exams, participate in practical activities, complete assignments, presentations, vocational projects and role plays.
Students undertaking a course as part of a work based traineeship will be assessed in the workplace.

Recognition of Prior Learning (RPL)

Participants with previous training and/or experience may apply for (RPL). Participants, who have completed courses with equivalent / matching learning outcomes, will be granted credit transfer.

Course Structure

To achieve a Certificate III in Customer Contact, the qualification packaging rules requires completion of 12 units of competency:

• 6 core units plus
• 6 elective units

The 6 elective units may be selected from the elective units listed below, or from an equivalent AQF level qualification in the BSB07 Business Services Training Package or any other currently endorsed national Training Package.

Where elective units are being chosen from other Training Package qualifications, up to 2 of the 6 elective units may be selected from Certificate II or Certificate IV qualifications. The remaining 4 elective units must be chosen from a Certificate III qualification.

Electives must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages must not duplicate units selected from or available within the BSB07 Business Services Training Package.

CORE UNITS
Unit Code	Unit Name
BSBCCO301A	Use multiple information systems
BSBCUS301A	Deliver and monitor a service to customers
BSBOHS301B	Apply knowledge of OHS legislation in the workplace
BSBPRO401A	Develop product knowledge
BSBWOR203A	Work effectively with others
BSBWOR301A	Organise personal work priorities and development
ELECTIVE UNITS
BSBCCO202A	Conduct data collection
BSBCCO303A	Conduct a telemarketing campaign
BSBCCO304A	Provide sales solutions to customers
BSBCMM301A	Process customer complaints
BSBMGT402A	Implement operational plan
BSBSLS405A	Support post-sale activities