Certificate II in Customer Contact

This qualification reflects the role of individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge at an entry level role in a customer contact context. They work under direct supervision.

Job roles

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

call or contact centre agent

customer service representative

telesales representative.


Packaging Rules

Total number of units = 10

7 core unitsplus

3 elective units

The 3 elective units may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at the same qualification level.

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

Core units

add topic BSBCCO201A Action customer contact

add topic BSBCCO301A Use multiple information systems

add topic BSBCMM201A Communicate in the workplace

add topic BSBCUS301A Deliver and monitor a service to customers

add topic BSBIND101A Work effectively in a contact centre environment

add topic BSBITU101A Operate a personal computer

add topic BSBOHS201A Participate in OHS processes

Elective units

Contact centre operations

add topic BSBCCO202A Conduct data collection

add topic BSBCCO302A Deploy customer service field staff

add topic BSBCCO303A Conduct a telemarketing campaign

add topic BSBCCO304A Provide sales solutions to customers

add topic BSBCCO305A Process credit applications

add topic BSBCCO306A Process complex accounts

Interpersonal communication

add topic BSBCMM301A Process customer complaints

Learning and development

add topic BSBLED301A Undertake e-learning


add topic BSBMGT402A Implement operational plan

Product skills and advice

add topic BSBPRO301A Recommend products and services


add topic BSBSLS407A Identify and plan sales prospects

add topic BSBSLS408A Present, secure and support sales solutions


add topic BSBSUS201A Participate in environmentally sustainable work practices

Workplace effectiveness

add topic BSBWOR201A Manage personal stress in the workplace

add topic BSBWOR203A Work effectively with others

add topic BSBWOR301A Organise personal work priorities and development

Imported units

add topic FNSICSAM301B Identify opportunities for cross selling products and services

add topic ICAU1133B Send and retrieve information over the Internet using browsers and email

add topic ICAU2006B Operate computing packages


    Qualification pathways

    Entry requirements

    There are no entry requirements for this qualification.

    Pathways into the qualification

    Preferred pathways for candidates considering this qualification include:

    BSB10107 Certificate I in Business or other relevant qualification


    with vocational experience assisting in a range of work settings without a formal business qualification.

    Pathways from the qualification

    BSB30207 Certificate III in Customer Contact

Entry Requirements

Not applicable.

Licensing Information

Licensing, legislative, regulatory or certification considerations

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

Employability Skills


BSB20207 Certificate II in Customer Contact

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 or enterprise requirements for this qualification include:


listening and questioning to identify customer needs

writing customer notes, emails and faxes


referring matters to nominated personnel as required

working as a member of a team and applying knowledge of one's own role to achieve team goals

working with diverse persons and groups


searching product and service information, using multiple sources of information to match customer requests

using problem-solving approaches to identify customer needs

Initiative and enterprise

contributing to suggestions for improvements to products, services and processes

Planning and organising

maintaining customer records

operating multiple enterprise systems


managing own time and work priorities

managing personal stress


learning new ideas, skills and techniques

seeking appropriate technical help with new computerised systems, products and services


using electronic communication devices and processes, such as internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact

using technology to assist the manipulation of information