Training
CertIV Customer Contact
Certificate IV in Customer Contact
Description
Descriptor
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
Analyst
Quality Assurance Coordinator or Manager
Scheduler
Subject Matter Expert/Coach
Team Leader.
Pathways Information
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
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:
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.
Licensing/Regulatory 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.
Entry Requirements
Not applicable.
Employability Skills Summary
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EMPLOYABILITY SKILLS QUALIFICATION SUMMARY |
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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. |
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Employability Skill |
Industry/enterprise requirements for this qualification include: |
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Communication |
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 |
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Teamwork |
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 |
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Problem-solving |
analysing information and reports dealing with complex customer complaints and escalations working through alternatives and improvements |
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Initiative and enterprise |
contributing to suggestions for improvements to team operations, products, services and processes supporting operational plan and organisation's goals |
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Planning and organising |
developing team plans managing learning and development plans for team members planning team resources, targets and performance levels |
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Self-management |
managing own performance and motivating others managing own time and work priorities managing stress in the workplace |
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Learning |
learning new ideas, skills and techniques providing appropriate information on systems, products and services to team members |
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Technology |
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) |
Packaging Rules
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Packaging Rules |
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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 BSBCCO402A Gather, collate and record information Customer Service BSBCUS401A Coordinate implementation of customer service strategies Learning and Development BSBLED401A Develop teams and individuals Management BSBMGT403A Implement continuous improvement BSBMGT405A Provide personal leadership Occupational Health and Safety BSBOHS407A Monitor a safe workplace Imported Units FNSICORG515B Provide mentoring and coaching within the workplace Elective units Compliance BSBCOM401B Organise and monitor the operation of compliance management system BSBCOM402B Implement processes for the management of a breach in compliance requirements BSBCOM403B Provide education and training on compliance requirements and systems BSBCOM404B Promote and liaise on compliance requirements, systems and related issues Contact Centre Operations BSBCCO401A Administer customer contact telecommunications technology Human Resource Management BSBHRM402A Recruit, select and induct staff Information Management BSBINM401A Implement workplace information system Innovation BSBINN301A Promote innovation in a team environment Management BSBMGT401A Show leadership in the workplace BSBMGT402A Implement operational plan Project Management BSBPMG404A Apply quality management techniques BSBPMG407A Apply risk management techniques BSBPMG510A Manage projects Sales BSBSLS501A Develop a sales plan BSBSLS502A Lead and manage a sales team Sustainability BSBSUS301A Implement and monitor environmentally sustainable work practices Workplace Effectiveness BSBWOR401A Establish effective workplace relationships BSBWOR403A Manage stress in the workplace Imported Units CHCINF5B Meet statutory and organisational information requirements CHCPOL3A Undertake research activities 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. Analyst 7 core units plus: BSBPMG404A Apply quality management techniques BSBPMG407A Apply risk management techniques BSBRES401A Analyse and present research information CHCINF5B Meet statutory and organisational information requirements Scheduler 7 core units plus: BSBADM409A Coordinate business resources CHCPOL3A Undertake research activities THHGLE05B Roster staff Quality Assurance Coordinator or Manager 7 core units plus: CHCINF5B Meet statutory and organisational information requirements |