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Managers are essential in developing and influencing customer service to ensure the organisation’s objectives are met. This qualifications addresses the key role managers play in leading quality customer service for their team.
This qualification will provide participants with the knowledge and skills to ensure that products and services are delivered and maintained to standards agreed by the organisation and the customer as well as the key managerial skills to ensure the team is ‘on-board’.
The Learning Verve Diploma of Customer Contact requires participants to complete 10 units - 3 core units and 7 elective units for the qualification. 2 units must be from Group A. The remaining 5 units may be from Group A or Group B 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.
Core units
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BSBCCO504A |
Integrate customer contact operations in the organisation |
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BSBLED501A |
Develop a workplace learning environment |
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BSBMGT516C |
Facilitate continuous improvement |
Elective units (Group A)
| BSBAUD501B |
Initiate a quality audit |
| BSBCCO501B |
Develop business continuity strategy |
| BSBCCO502A | Establish a multicentre |
| BSBCCO503A | Manage data interrogation |
| BSBCCO601B | Optimise customer contact operations |
| BSBCCO602B | Manage customer contact information |
| BSBCCO603B | Design and launch new customer contact facilities |
| BSBCCO604B | Develop and maintain a service level strategy |
| BSBCCO605B | Develop and maintain a customer contact marketing strategy |
| BSBCCO606B | Forecast and plan using customer contact traffic information analysis |
| BSBCCO607B | Manage customer contact centre staffing |
| BSBCCO608B | Manage customer contact operational costs |
| BSBCUS501C |
Manage quality customer service |
| BSBSLS501A | Develop a sales plan |
| BSBSLS502A | Lead and manage a sales team |
Elective units (Group B)
| BSBCCO403A |
Schedule customer contact activity |
| BSBCCO407A | Administer customer contact technology |
| BSBCOM501B | Identify and interpret compliance requirements |
| BSBCOM502B | Evaluate and review compliance |
| BSBCOM503B | Develop processes for the management of breaches in compliance requirements |
| BSBCOM601B |
Research compliance requirements and issues |
| BSBCOM602B | Develop and create compliance requirements |
| BSBCOM603C |
Plan and establish compliance management systems |
| BSBDIV601A |
Develop and implement diversity policy |
| BSBHRM402A |
Recruit, select and induct staff |
| BSBHRM503B |
Manage performance management systems |
| BSBHRM604A |
Manage employee relations |
| BSBINM501A |
Manage an information or knowledge management system |
| BSBINN502A |
Build and sustain an innovative work environment |
| BSBITA601A |
Configure and optimise customer contact technology |
| BSBLED502A |
Manage programs that promote personal effectiveness |
| BSBLED701A |
Lead personal and strategic transformation |
| BSBMGT605B |
Provide leadership across the organisation |
| BSBMGT615A |
Contribute to organisation development |
| BSBMGT618A |
Develop a contact centre business plan |
| BSBMKG610A |
Develop, implement and monitor a marketing campaign |
| BSBOHS509A |
Ensure a safe workplace |
| BSBPUB504A |
Develop and implement crisis management plans |
| BSBRSK501B |
Manage risk |
| BSBSUS501A |
Develop workplace policy and procedures for sustainability |
| BSBWOR403A |
Manage stress in the workplace |
| BSBWOR502B | Ensure team effectiveness |
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