This qualification would apply to individuals with various job titles including contact centre managers, quality assurance officers, analysts, schedulers and customer contact managers.
Individuals in these roles would possess sound relationship management skills and be well-equipped to support a team. They would typically manage complex multi-channel customer interactions including training others and promoting continuous process improvements within an organisation.
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
|Supersedes and is equivalent to BSB50311 - Diploma of Customer Contact||Updated to meet Standards for Training Packages Title changed to reflect industry practice||25/Mar/2015|
Total number of units = 10
3 core units plus
7 elective units, of which:
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.