Total number of units = 10

3 core units plus

7 elective units, of which:

2 units must be from Group A elective units below

5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

up to 2 units may be from a Certificate IV level qualification.

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.

Core Units

add topic BSBCUE504 Integrate customer contact operations in the organisation

add topic BSBLED501 Develop a workplace learning environment

add topic BSBMGT516 Facilitate continuous improvement

Elective Units

Group A

add topic BSBAUD501 Initiate a quality audit

add topic BSBCUE501 Develop business continuity strategy

add topic BSBCUE502 Establish a multicentre

add topic BSBCUE503 Manage data interrogation

add topic BSBCUE601 Optimise customer engagement operations

add topic BSBCUE602 Manage customer engagement information

add topic BSBCUE603 Design and launch new customer engagement facilities

add topic BSBCUE604 Develop and maintain a service level strategy

add topic BSBCUE605 Develop and maintain a customer engagement marketing strategy

add topic BSBCUE606 Forecast and plan using customer engagement traffic information analysis

add topic BSBCUE607 Manage customer engagement centre staffing

add topic BSBCUE608 Manage customer engagement operational costs

add topic BSBCUS501 Manage quality customer service

add topic BSBSLS501 Develop a sales plan

add topic BSBSLS502 Lead and manage a sales team

Group B

add topic BSBCUE403 Schedule customer engagement activity

add topic BSBCUE407 Administer customer engagement technology

add topic BSBCOM501 Identify and interpret compliance requirements

add topic BSBCOM502 Evaluate and review compliance

add topic BSBCOM503 Develop processes for the management of breaches in compliance requirements

add topic BSBCOM601 Research compliance requirements and issues

add topic BSBCOM602 Develop and create compliance requirements

add topic BSBCOM603 Plan and establish compliance management systems

add topic BSBDIV601 Develop and implement diversity policy

add topic BSBHRM405 Support the recruitment, selection and induction of staff

add topic BSBHRM512 Develop and manage performance-management processes

add topic BSBHRM604 Manage employee relations

add topic BSBINM501 Manage an information or knowledge management system

add topic BSBINN502 Build and sustain an innovative work environment

add topic BSBITA601 Configure and optimise customer contact technology

add topic BSBLED502 Manage programs that promote personal effectiveness

add topic BSBLDR801 Lead personal and strategic transformation

add topic BSBMGT605 Provide leadership across the organisation

add topic BSBMGT615 Contribute to organisation development

add topic BSBMGT618 Develop a contact centre business plan

add topic BSBMKG610 Develop, implement and monitor a marketing campaign

add topic BSBWHS501 Ensure a safe workplace

add topic BSBPUB504 Develop and implement crisis management plans

add topic BSBRSK501 Manage risk

add topic BSBSUS501 Develop workplace policy and procedures for sustainability

add topic BSBWOR403 Manage stress in the workplace

add topic BSBWOR502 Lead and manage team effectiveness

Entry Requirements