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DIPLOMA OF CUSTOMER CONTACT (BSB50307)


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DIPLOMA OF CUSTOMER CONTACT (BSB50307)
 
Implementation Plan

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.

Job Roles

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

  • Analyst
  • Campaign Manager
  • Project Manager
  • Quality Assurance/Compliance Officer
  • Scheduler
  • Subject Matter Expert/Coach
  • Team Leader (experienced)
  • Team Supervisor/Manager.
Note: the minimum age of enrolment for this course is 18 years of age.
 
10 units are required for this qualification (6 core units and 4 elective units).
 
SESSION 1 - CONTINUOUS IMPROVEMENT
BSBMGT516A (CORE) FACILITATE CONTINUOUS IMPROVEMENT
This unit describes the performance outcomes, skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
  • Lead continuous improvement systems and processes.
  • Monitor and adjust performance strategies.
  • Manage opportunities for further improvement.
 
SESSION 2 - CUSTOMER CONTACT OPERATIONS

BSBCCO601A (CORE) OPTIMISE CUSTOMER CONTACT OPERATIONS

This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.
  • Analyse customer contact processes using statistical tools
  • Rectify productivity impediments
  • Conduct a process review
  • Benchmark customer contact operations
 
BSBCCO402A (ELECTIVE) GATHER, COLLATE AND RECORD INFORMATION
This unit describes the performance outcomes, skills and knowledge required to gather, collate and accurately record information from a variety of sources including interviews and database systems.
  • Obtain, record and analyse information from the community
  • Take and compile statements
  • Conduct interviews
  • Utilise information/ database systems
  • Use interview and evidence recording equipment
  • Exchange information with other members within the organisation
 
SESSION 3 - CUSTOMER SERVICE STRATEGIES
BSBCUS401A (ELECTIVE) COORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES
This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.
  • Advise on customer service needs
  • Support implementation of customer service strategies
  • Evaluate and report on customer service
 
SESSION 4 - INFORMATION SYSTEMS
BSBINM501A (CORE) MANAGE AN INFORMATION OR KNOWLEDGE MANAGEMENT SYSTEM
This unit describes the performance outcomes, skills and knowledge required to organise learning to use an information or knowledge management system and to manage the use of the system.
  • Organise learning to use information or knowledge management system
  • Manage use of information or knowledge management system
  • Review use of information or knowledge management system
 
SESSION 5 - OH&S
BSBOHS509A (ELECTIVE) ENSURE A SAFE WORKPLACE
This unit describes the performance outcomes, skills and knowledge required to establish, maintain and evaluate the organisation's occupational health and safety (OHS) policies, procedures and programs in the relevant work area in accordance with OHS legal requirements.
  • Establish and maintain an OHS system.
  • Establish and maintain participative arrangements for the management of OHS.
  • Establish and maintain procedures for identifying hazards, and assessing and controlling risks.
  • Establish and maintain a quality OHS management system.
 
BSBINN502A (CORE) BUILD AND SUSTAIN AN INNOVATIVE WORK ENVIRONMENT
This unit describes the performance outcomes, skills and knowledge required to create an environment that enables and supports the application of innovative practice.
  • Lead innovation by example
  • Establish work practices that support innovation
  • Promote innovation
  • Create a physical environment which supports innovation
  • Provide learning opportunities
 
SESSION 6 - PROVIDING MENTORING
FNSICORG515A (CORE) PROVIDE MENTORING AND COACHING WITHIN THE WORKPLACE
This unit covers the provision of mentoring and coaching within the workplace by managers or supervisors to assist in maximising the opportunity for the individual to achieve individual and organisational goals and ensure career progression within the financial services industry. This is a new unit.
  • Identify individuals learning and development needs
  • Identify appropriate mentoring and/or coaching avenues
  • Undertake mentoring and/or coaching
  • Monitor and evaluate mentoring and/or coaching
 
SESSION 7 - TEAM WORK
BSBWOR502A (CORE) ENSURE TEAM EFFECTIVENESS
This unit describes the performance outcomes, skills and knowledge required to facilitate all aspects of teamwork within the organisation. It involves taking a leadership role in the development of team plans, leading and facilitating teamwork and actively engaging with the management of the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
  • Establish team performance plan.
  • Develop and facilitate team cohesion.
  • Facilitate teamwork.
  • Liaise with stakeholders.
 
SESSION 8 - HUMAN RESOURCES
BSBHRM402A (ELECTIVE) RECRUIT, SELECT AND INDUCT STAFF
This unit describes the performance outcomes, skills and knowledge required to execute tasks associated with the recruitment cycle.
  • Determine job descriptions.
  • Plan for selection.
  • Assess and select applicants.
  • Appoint and induct successful candidate.
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