Diploma in Customer Contact

This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of 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:

• Analyst
• Quality Assurance Coordinator or Manager
• Scheduler
• Subject Matter Expert/Coach
• Team Leader.

Program Articulation
 
After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake the BSB50307 Diploma of 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 Diploma qualifications.

Program Duration

Full Time: 24 months
Part Time: 48 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 Diploma in Customer Contact, the qualification packaging rules requires completion of 10 units of competency:

• 6 core units plus
• 4 elective units

The 6 elective units may be selected from the list below, or from this or any other nationally endorsed Training Package.

Where elective units are being chosen from other Training Package qualifications, up to 2 of the 4 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications. 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 BSB07Business Services Training Package.

CORE UNITS
Unit Code	Unit Name
BSBCCO601A	Optimise customer contact operations
BSBINM501A	Manage an information or knowledge management system
BSBINN502A	Build and sustain an innovative work environment
BSBMGT516A	Facilitate continuous improvement
BSBWOR502A	Ensure team effectiveness
FNSICORG515A	Provide mentoring and coaching within the workplace
ELECTIVE UNITS
BSBCUS401A	Coordinate implementation of customer service strategies
BSBCCO401A	Administer customer contact telecommunications technology
BSBDIV601A	Develop and implement diversity policy
BSBCOM404B	Promote and liaise on compliance requirements, systems and related issues