Unit of competency Outline
Date retreived
22/07/2026 4:17 PM AWST
22/07/2026 4:17 PM 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.
Prepare for work in a customer contact environment
Prepare for work in a customer contact environment
Unit of competency
National Code
BSBCCO205A
BSBCCO205A
State Code
S8041
S8041
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
20/12/2011
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to participate in customer contact operations.Competence in this unit requires understanding of customer contact operations and requirements.
Notes
Elements and Performance Criteria
1. Relate own role to customer contact operations
- 1.1 Identify specific customer contact operations and relate these to the industry-wide context
- 1.2 Identify how customer contact activity contributes to the organisation’s goals
- 1.3 Identify personal customer contact role and operations
- 1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives
- 1.5 Identify the major components of the customer contact infrastructure
- 1.6 Relate personal operations to customer contact infrastructure
2. Reflect on personal performance
- 2.1 Recognise and use available resources and support effectively
- 2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure
- 2.3 Comply with regulatory and legislative requirements
- 2.4 Identify personal performance requirements and expectations
3. Maintain a professional approach to employment
- 3.1 Display a positive and ethical approach to employment and role
- 3.2 Identify realistic short and longterm career objectives
- 3.3 Relate personal capabilities to current role and career objectives
- 3.4 Identify strategies for projecting a professional image in current role
- 3.5 Contribute to the promotion of the centre, organisation and its staff to customers
4. Participate in a workplace team
- 4.1 Identify team member roles and team structure
- 4.2 Interact cooperatively with team members
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Specific customer contact operationsmay include:
customer support
data collection
information services
marketing
sales
service provision
combination of the above.
Performance requirementsmay include:
adherence to schedule
call rates
conversion rates
customer satisfaction
data entry quality requirements
first contact resolution
quality targets
sales targets.
Customer contact infrastructuremay include:
automatic call distribution systems
contact management systems
physical contact centre environment
information technology networks and software systems
interactive voice recognition systems
internet and intranet services
other centre-specific systems
service level and call data reporting systems
security systems
telephony equipment.
Regulatory and legislative requirementsmay include:
code of conduct
Do Not Call Register
industry-specific regulatory codes and guidelines
OHS
quality management and assurance
Privacy Act
Trade Practices Act/Competition and Consumer Act.
Professional imagemay include:
appearance and dress standards
commitment to customer service
commitment to team and centre goals
manner of communications
positive and ethical attitude.
Specific customer contact operationsmay include:
customer support
data collection
information services
marketing
sales
service provision
combination of the above.
Performance requirementsmay include:
adherence to schedule
call rates
conversion rates
customer satisfaction
data entry quality requirements
first contact resolution
quality targets
sales targets.
Customer contact infrastructuremay include:
automatic call distribution systems
contact management systems
physical contact centre environment
information technology networks and software systems
interactive voice recognition systems
internet and intranet services
other centre-specific systems
service level and call data reporting systems
security systems
telephony equipment.
Regulatory and legislative requirementsmay include:
code of conduct
Do Not Call Register
industry-specific regulatory codes and guidelines
OHS
quality management and assurance
Privacy Act
Trade Practices Act/Competition and Consumer Act.
Professional imagemay include:
appearance and dress standards
commitment to customer service
commitment to team and centre goals
manner of communications
positive and ethical attitude.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
comply with organisational requirements
demonstrate professional performance in customer contact role
demonstrate effective teamwork
demonstrate knowledge of industry-specific regulatory and legislative requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
relevant information, such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, and organisational charts
peer and line manager feedback
contact centre environment to observe performance.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
direct observation of the candidate working effectively within contact centre environment or simulated environment
oral and/or written questioning to assess knowledge of centre operations and own role
oral and/or written questioning to assess knowledge of regulatory and legislative requirements
review of quality assurance and training records
review of performance management and development documentation
review of peer and line manager feedback.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBWOR201A Manage personal stress in the workplace.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
comply with organisational requirements
demonstrate professional performance in customer contact role
demonstrate effective teamwork
demonstrate knowledge of industry-specific regulatory and legislative requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
relevant information, such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, and organisational charts
peer and line manager feedback
contact centre environment to observe performance.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
direct observation of the candidate working effectively within contact centre environment or simulated environment
oral and/or written questioning to assess knowledge of centre operations and own role
oral and/or written questioning to assess knowledge of regulatory and legislative requirements
review of quality assurance and training records
review of performance management and development documentation
review of peer and line manager feedback.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBWOR201A Manage personal stress in the workplace.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0745 | BSBIND101A | Work effectively in a contact centre environment | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUI19 | BSBCUE205 | Prepare for work in a customer engagement environment | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| AC261 | BSBSS00002 | Basic Contact Centre Operations Skill Set | Skill set |
| D690 | BSB20211 | Certificate II in Customer Contact | Qualification |