Advanced Diploma of Customer Contact

This qualification reflects the role of individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies. Their knowledge base may be specialised or broad. These individuals are often accountable for group outcomes.

Job Roles

Contact Centre Manager

Customer Service Manager

Operations Manager

Workforce Manager.


Subjects

Packaging Rules

Total number of units = 10

8 elective units must be selected from the Group A units listed below.

The remaining 2 elective units may be selected from the Group B units listed below or any currently endorsed Training Package or accredited course at the same qualification level.

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

Elective Units

Group A units

Contact Centre Operations

add topic BSBCCO501A Develop business continuity strategies

add topic BSBCCO601A Optimise customer contact operations

add topic BSBCCO602A Manage customer contact information

add topic BSBCCO604A Develop and maintain a service level strategy

add topic BSBCCO608A Manage customer contact operational costs

add topic BSBCCO609A Integrate customer contact operations within the organisation

IT Analysis and Design

add topic BSBITA601A Configure and optimise customer contact technology

Management

add topic BSBMGT405A Provide personal leadership

add topic BSBMGT605B Provide leadership across the organisation

add topic BSBMGT618A Develop a contact centre business plan

Group B units

Compliance

add topic BSBCOM601B Research compliance requirements and issues

add topic BSBCOM602B Develop and create compliance requirements

add topic BSBCOM603B Plan and establish compliance management systems

Contact Centre Operations

add topic BSBCCO603A Design and launch new customer contact facilities

add topic BSBCCO605A Develop and maintain a customer contact marketing strategy

add topic BSBCCO606A Forecast and plan using customer contact traffic information analysis

add topic BSBCCO607A Manage customer contact centre staffing

Diversity

add topic BSBDIV601A Develop and implement diversity policy

General Administration

add topic BSBADM407B Administer projects

add topic BSBADM409A Coordinate business resources

Human Resource Management

add topic BSBHRM503B Manage performance management systems

add topic BSBHRM505B Manage remuneration and employee benefits

add topic BSBHRM506A Manage recruitment, selection and induction processes

add topic BSBHRM507A Manage separation or termination

add topic BSBHRM509A Manage rehabilitation or return-to-work programs

add topic BSBHRM604A Manage employee relations

Learning and Development

add topic BSBLED502A Manage programs that promote personal effectiveness

add topic BSBLED701A Lead personal and strategic transformation

add topic BSBLED702A Lead learning strategy implementation

add topic BSBLED705A Plan and implement a mentoring program

Management

add topic BSBMGT615A Contribute to organisation development

Marketing

add topic BSBMKG610A Develop, implement and monitor a marketing campaign

Project Management

add topic BSBPMG501A Manage application of project integrative processes

add topic BSBPMG502A Manage project scope

add topic BSBPMG503A Manage project time

add topic BSBPMG504A Manage project costs

add topic BSBPMG505A Manage project quality

add topic BSBPMG506A Manage project human resources

add topic BSBPMG507A Manage project communications

add topic BSBPMG508A Manage project risk

add topic BSBPMG509A Manage project procurement

add topic BSBPMG510A Manage projects

Public Relations

add topic BSBPUB504A Develop and implement crisis management plans

Quality Auditing

add topic BSBAUD503B Lead a quality audit

Risk Management

add topic BSBRSK501A Manage risk

Sustainability

add topic BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness

add topic BSBWOR403A Manage stress in the workplace

Imported units

add topic ICAA5056B Prepare disaster recovery and contingency plans

Selecting Elective Units for Different Outcomes

The context for this qualification varies and this must guide the selection of elective units. An example of appropriate elective units for a particular outcome follows.

Contact Centre Manager (new contact centre)

8 core units including:

add topic BSBCCO501A Develop business continuity strategies

2 elective units selected from:

add topic BSBCCO603A Design and launch new customer contact facilities

add topic BSBCCO605A Develop and maintain a customer contact marketing strategy

add topic BSBCCO606A Forecast and plan using customer contact traffic information analysis

add topic BSBHRM604A Manage employee relations

add topic BSBMGT615A Contribute to organisation development

add topic BSBRSK501A Manage risk


Pathways...

    Qualification Pathways

    Entry requirements

    There are no entry requirements for this qualification.

    Pathways into the qualification

    Candidates may enter the qualification through a number of entry points including:

    BSB50307 Diploma of Customer Contact or other relevant qualification/s

    OR

    with 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:

    Analyst

    Campaign Manager

    Project Manager

    Quality Assurance/Compliance Officer

    Scheduler

    Subject Matter Expert/Coach

    Team Leader (experienced)

    Team Supervisor/Manager.

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

    Pathways from the qualification

    After achieving this qualification candidates may choose to undertake studies at higher education level.


Entry Requirements

Not applicable.


Licensing Information

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.


Employability Skills

QUALIFICATION SUMMARY

The following table 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.

Employability Skill

Industry/enterprise requirements for this qualification include:

Communication

having the ability to transfer information centre's operational plan, goals, new products and services to team/project members

presenting complex and strategic 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 multiple teams and applying knowledge of organisation's goals to team/centre performance

working in cross organisational leadership teams

working with diverse persons and groups (internally and externally)

Problem-solving

analysing information, statistics and reports

contributing to achievement of quality assurance standards

identifying quality and process improvements

Initiative and enterprise

advocating for the contact centre within an organisational context

implementing improvements, systems and processes

implementing operational plan to support organisation's goals

Planning and organising

developing centre and organisational plans

managing learning and development plans for team members

planning centre resources, targets and performance levels

Self-management

ensuring compliance with legislation such as occupational health and safety

managing own time and work priorities

managing own performance and motivating others

Learning

implementing learning and development strategies

managing learning of centre and direct reports

Technology

using electronic communication devices and processes i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to support centre management

using technology to assist the manipulation of information and maximise centre performance

(Technology requirements may be modified for people with a disability)