Qualification Outline

Date retreived
22/07/2026 6:21 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.

Certificate II in Customer Contact

Certificate II in Customer Contact

Qualification
National Code:
BSB20207
State Code:
D131
TGA Status:
Replaced
DTWD Status:
Replaced
National Endorsed, State Implementation and Classification
Field of Education
0805 - Sales And Marketing
Original TGA Release Date
10/03/2009
Approved Date
26/09/2008
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
385
Duration
1 Semester
Current Release Number
1.00
Current Release Date
10/03/2009
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 10/03/2009 Current Approved
Description

Descriptor
This qualification reflects the role of individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge at an entry level role in a customer contact context. They work under direct supervision.

Job roles
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
call or contact centre agent
customer service representative
telesales representative.

Schedule
Packaging Rules
Total number of units = ten (10)
Seven (7) core units plus
Three (3) elective units

The three (3) elective units may be selected from the elective units listed in the BSB20207 qualification or any currently endorsed Training Package or accredited course at the same qualification level.

Electives must be relevant to the work outcome, local industry requirements and the qualification level.
1. Core Units

Seven (7) units must be completed

State Code National Code Title Hours Type
D0608 BSBCCO201A Action customer contact 100 Unit of competency
D0629 BSBCMM201A Communicate in the workplace 30 Unit of competency
D0652 BSBCUS301A Deliver and monitor a service to customers 40 Unit of competency
D0779 BSBITU101A Operate a personal computer 20 Unit of competency
D0887 BSBOHS201A Participate in OHS processes 15 Unit of competency
D0610 BSBCCO301A Use multiple information systems 40 Unit of competency
D0745 BSBIND101A Work effectively in a contact centre environment 40 Unit of competency
2. Elective Units

Three (3) units to be completed.
The following list of elective units is one example of a selection of electives for this qualification.
Please refer to the Training Package for the full details of available options.

State Code National Code Title Hours Type
D0612 BSBCCO303A Conduct a telemarketing campaign 40 Unit of competency
D0615 BSBCCO306A Process complex accounts 40 Unit of competency
D0630 BSBCMM301A Process customer complaints 20 Unit of competency
Replaced By
State Code National Code Title Type
D690 BSB20211 Certificate II in Customer Contact Qualification
VET Info Notes
This training program is a representation of the qualification code BSB20207 taken from the Business Services Training Package BSB07 which should be consulted for full description of requirements. BSB20207 is endorsed until 31/12/2010.

1. This qualification is the copyright of The Australian National Training Authority.

2. Further information on this qualification is contained in the training Package available from Australian Training Products Ltd., Tel: (03) 9630 9836.

3. This qualification was entered on to the STARS by the Central CSSN on 11/07/2008.
Entry Requirements

Not applicable.

Traineeships and Apprenticeships
No information