BSB50307- Diploma of 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.

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

Prerequisite requirements
There are no prerequisite requirements for individual units of competency.

Pathways into the qualification
Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at diploma level, including:

after achieving the BSB40307 Certificate IV in Customer Contact or other relevant qualification/s

providing evidence of competency in the majority of units required for the BSB40307Certificate IV in Customer Contact or other relevant qualification/s

with some vocational experience assisting in a range of support roles without a formal business qualification

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Scheduler
Subject Matter Expert/Coach
Quality Assurance Coordinator or Manager
Team Leader/Manager/Supervisor

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification
After achieving the BSB50307 Diploma of Customer Contact, candidates may undertake the BSB60307 Advanced 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 Advanced Diploma qualifications.

Licensing, Legislative, Regulatory or Certification Considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

The following table contains a summary of the employability skills for this qualification. This table should be interpreted in conjunction with the detailed requirements of each unit of competency packaged in this qualification. The outcomes described here are broad industry requirements that may vary depending on the packaging options. This table is a summary of employability skills that are typical of this qualification and should not be interpreted as definitive.

Communication	Having the ability to transfer information centre's operational plan, goals, new products and services to team/project members Presenting information in a variety of formats Reading and interpreting a range of reports and information Writing team/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 in cross organisational teams Working with diverse persons and groups
Problem solving	Analysing information, statistics and reports Identifying quality and process improvements
Initiative and enterprise	Implementing improvements, systems and processes Implementing operational plan to support organisation's goals
Planning and organising	Developing team/project 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 i.e. Internet, intranet, telephony equipment, software packages, enterprise systems and email to support team management Using technology to assist the manipulation of information and to maximise performance (technology requirements may be modified for people with a disability)

Total number of units = 10
6 Core units
4 Elective units

4 elective units selected from the list below or from an equivalent AQF level qualification in the BSB07 Business Services Training Package or any other currently endorsed national Training Package. 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.