Qualification Outline
22/07/2026 9:26 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Diploma of Customer Engagement
Diploma of Customer Engagement
BSB50315
AVV8
Replaced
Transition (Replaced)
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 3.00 | 30/08/2019 | Current | Approved |
| 2.00 | 27/09/2018 | Replaced | Approved |
| 1.00 | 25/03/2015 | Replaced | Approved |
Description
This qualification would apply to individuals with various job titles including contact centre managers, quality assurance officers, analysts, schedulers and customer contact managers.
Individuals in these roles would possess sound relationship management skills and be well-equipped to support a team. They would typically manage complex multi-channel customer interactions including training others and promoting continuous process improvements within an organisation.
Licensing/Regulatory Information
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
Schedule
Packaging Rules
Total number of units = ten (10)- three (3) core units plus
seven (7) elective units, of which:
- two (2) units must be from Group A elective units below
- five (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 two (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.
1. Core Units
All three (3) units must be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AUL89 | BSBLED501 | Develop a workplace learning environment | 50 | Unit of competency |
| AUL24 | BSBMGT516 | Facilitate continuous improvement | 50 | Unit of competency |
| AUH77 | BSBCUE504 | Integrate customer engagement within the organisation | 80 | Unit of competency |
2. Group A Elective Units
At least two (2) units must be completed.
Please refer to the packaging rules for the full details of available options.
3. Group B Elective Units
Up to five (5) units may be chosen from Group B.
Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| BFT3 | BSB50120 | Diploma of Business | Qualification |
No information
Entry Requirements
Nil
Traineeships and Apprenticeships