Packaging Rules

Packaging Rules

Total number of units = 10
3 core units plus
7 elective units of which:
2 units must be from Group A elective units below
the remaining 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 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.

Core units
BSBCCO504A Integrate customer contact operations in the organisation
BSBLED501A Develop a workplace learning environment
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

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
BSBHRM405A Support the recruitment, selection and induction of 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
BSBWHS501A 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