Certificate IV in Customer Contact

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job Roles


Quality Assurance Coordinator or Manager


Subject Matter Expert/Coach

Team Leader.


Packaging Rules

Total number of units = 13

7 core units plus

The 6 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level.

Where elective units are being chosen from other Training Packages or accredited courses up to 2 of the 6 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications.

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

Core units

Contact Centre Operations

add topic BSBCCO402A Gather, collate and record information

Customer Service

add topic BSBCUS401A Coordinate implementation of customer service strategies

Learning and Development

add topic BSBLED401A Develop teams and individuals


add topic BSBMGT403A Implement continuous improvement

add topic BSBMGT405A Provide personal leadership

Occupational Health and Safety

add topic BSBOHS407A Monitor a safe workplace

Imported Units

add topic FNSICORG515B Provide mentoring and coaching within the workplace

Elective units


add topic BSBCOM401B Organise and monitor the operation of compliance management system

add topic BSBCOM402B Implement processes for the management of a breach in compliance requirements

add topic BSBCOM403B Provide education and training on compliance requirements and systems

add topic BSBCOM404B Promote and liaise on compliance requirements, systems and related issues

Contact Centre Operations

add topic BSBCCO401A Administer customer contact telecommunications technology

Human Resource Management

add topic BSBHRM402A Recruit, select and induct staff

Information Management

add topic BSBINM401A Implement workplace information system


add topic BSBINN301A Promote innovation in a team environment


add topic BSBMGT401A Show leadership in the workplace

add topic BSBMGT402A Implement operational plan

Project Management

add topic BSBPMG404A Apply quality management techniques

add topic BSBPMG407A Apply risk management techniques

add topic BSBPMG510A Manage projects


add topic BSBSLS501A Develop a sales plan

add topic BSBSLS502A Lead and manage a sales team


add topic BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

add topic BSBWOR401A Establish effective workplace relationships

add topic BSBWOR403A Manage stress in the workplace

Imported Units

CHCINF5BMeet statutory and organisational information requirements

CHCPOL3AUndertake research activities

add topic PSPPM402B Manage simple projects

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.


7 core units plus:

add topic BSBPMG404A Apply quality management techniques

add topic BSBPMG407A Apply risk management techniques

add topic BSBRES401A Analyse and present research information

CHCINF5BMeet statutory and organisational information requirements


7 core units plus:

add topic BSBADM409A Coordinate business resources

CHCPOL3AUndertake research activities

add topic THHGLE05B Roster staff

Quality Assurance Coordinator or Manager

7 core units plus:

CHCINF5BMeet statutory and organisational information requirements


    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:

    BSB30207 Certificate III in Customer Contact or other relevant qualification/s


    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:

    Call/Contact Centre Agent

    Customer Service Representative

    Senior Customer Service Representative

    Telesales Representative.

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

    Pathways from the qualification

    After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake:

    BSB50307 Diploma of 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 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 Code and Title

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:


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

reading and interpreting a range of reports and information

writing team/project plans, documents and reports


developing a team culture and identity

managing a team and applying knowledge of one's own role to achieve team goals

working with diverse persons and groups


analysing information and reports

dealing with complex customer complaints and escalations

working through alternatives and improvements

Initiative and enterprise

contributing to suggestions for improvements to team operations, products, services and processes

supporting operational plan and organisation's goals

Planning and organising

developing team plans

managing learning and development plans for team members

planning team resources, targets and performance levels


managing own performance and motivating others

managing own time and work priorities

managing stress in the workplace


learning new ideas, skills and techniques

providing appropriate information on systems, products and services to team members


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)