Unit of competency Outline
Date retreived
22/07/2026 7:03 AM AWST
22/07/2026 7:03 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.
Conduct customer contact
Conduct customer contact
Unit of competency
National Code
BSBCCO203A
BSBCCO203A
State Code
S8039
S8039
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
29/07/2014
Nominal Hours
100
Description
This unit describes the performance outcomes, skills and knowledge required to respond effectively to customer contact.Competence in this unit requires responding to a wide range of customer enquiries and contacts over a variety of communication methods. Compliance with organisational, legislative and regulatory requirements is required, as is the ability to respond in a manner that meets both customer and business needs.
Notes
Elements and Performance Criteria
1. Prepare for customer contact
- 1.1 Obtain and study product or service details relating to customer contact
- 1.2 Study prepared contact guides or scripts
- 1.3 Locate sources of information that may be required to develop product and service expertise
- 1.4 Develop a clear understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs)
- 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage contact
- 1.6 Clarify details as required with relevant personnel
2. Provide quality service in response to customer queries
- 2.1 Use technology to respond to customer queries
- 2.2 Greet customer according to enterprise protocol and in a manner that encompasses cultural diversity
- 2.3 Establish and clarify customer needs
- 2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and the need to refer customer elsewhere
- 2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution
- 2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty
- 2.7 Complete followup action according to contact escalation policy, timeframes, business rules and practices, and in line with customer expectations
3. Arrange provision of a product or service
- 3.1 Respond appropriately to customer requirements and identify relevant options
- 3.2 Select appropriate product or service in consultation with customer
- 3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer
- 3.4 Consider customer retention options that can be applied to the contact
- 3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive
4. Respond to customer enquiries
- 4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
- 4.2 Escalate enquiries or orders that cannot be satisfied immediately
- 4.3 Supply followup information to customer as required and in a timely manner
- 4.4 Observe organisational regulations and standards throughout transaction
- 4.5 Record details of contact according to policy
- 4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement
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.
Customer contactmay include:
email and other electronic communications
facetoface
facsimile
internal, external and outsourced customers
letter
telephone.
Contact guides or scriptsmay relate to:
contact-closing technique
contact flow
features and benefits of product or service
greeting etiquette
pricing
regulatory, legislative and organisational requirements.
Sources of informationmay include:
brochures and pamphlets
campaign briefs
internet and intranet
instruction or product manuals.
Product and service expertisemay include:
knowledge of the features and functions of:
goods, products and services
ideas
infrastructure
private and public sets of benefits.
Enterprise policies and proceduresmay include:
adherence to scheduling
financial and decision-making delegations
referral and escalation paths
scope of the services to be provided.
Equipment and systemsmay include:
computer and telecommunications equipment, which may be modified for use by people with a disability
information management systems
workflow management systems.
Technologymay include:
multichannel communication, including:
computer equipment
telecommunications equipment.
Responding appropriatelymay include:
recording details in enterprise systems
discussing, agreeing and recording supply arrangements with customers
discussing and agreeing on payment options with customers
conducting a credit check.
Customer retention optionsmay include:
loyalty programs or incentives
offering value-added services or products
recontracting
special offers as determined by the enterprise from time to time.
Outsource environmentmay include customer contact environment:
servicing customers of another enterprise or business unit by agreement
taking contacts for multiple enterprises
taking overflow calls for another enterprise.
Organisational regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
Customer contactmay include:
email and other electronic communications
facetoface
facsimile
internal, external and outsourced customers
letter
telephone.
Contact guides or scriptsmay relate to:
contact-closing technique
contact flow
features and benefits of product or service
greeting etiquette
pricing
regulatory, legislative and organisational requirements.
Sources of informationmay include:
brochures and pamphlets
campaign briefs
internet and intranet
instruction or product manuals.
Product and service expertisemay include:
knowledge of the features and functions of:
goods, products and services
ideas
infrastructure
private and public sets of benefits.
Enterprise policies and proceduresmay include:
adherence to scheduling
financial and decision-making delegations
referral and escalation paths
scope of the services to be provided.
Equipment and systemsmay include:
computer and telecommunications equipment, which may be modified for use by people with a disability
information management systems
workflow management systems.
Technologymay include:
multichannel communication, including:
computer equipment
telecommunications equipment.
Responding appropriatelymay include:
recording details in enterprise systems
discussing, agreeing and recording supply arrangements with customers
discussing and agreeing on payment options with customers
conducting a credit check.
Customer retention optionsmay include:
loyalty programs or incentives
offering value-added services or products
recontracting
special offers as determined by the enterprise from time to time.
Outsource environmentmay include customer contact environment:
servicing customers of another enterprise or business unit by agreement
taking contacts for multiple enterprises
taking overflow calls for another enterprise.
Organisational regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
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:
record data accurately
demonstrate knowledge of:
enterprise products and services
compliance requirements
performance targets
meet agreed standards of contact
use technology, which may be modified for use by people with a disability.
Context of and specific resources for assessment
Assessment must ensure access to:
IT and telecommunications equipment
workplace information and data
performance management records and data
quality assurance guidelines and call/contact guides.
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 onthejob performance by the candidate
direct observation during contact (may be done by double jacking on telephone system)
review of documentation of performance against targets
review of quality assurance feedback
review of accuracy of data and record entry
oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services
observation of practical demonstration of sourcing required information.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
record data accurately
demonstrate knowledge of:
enterprise products and services
compliance requirements
performance targets
meet agreed standards of contact
use technology, which may be modified for use by people with a disability.
Context of and specific resources for assessment
Assessment must ensure access to:
IT and telecommunications equipment
workplace information and data
performance management records and data
quality assurance guidelines and call/contact guides.
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 onthejob performance by the candidate
direct observation during contact (may be done by double jacking on telephone system)
review of documentation of performance against targets
review of quality assurance feedback
review of accuracy of data and record entry
oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services
observation of practical demonstration of sourcing required information.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0608 | BSBCCO201A | Action customer contact | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUJ37 | BSBCUE203 | Conduct customer engagement | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| AC261 | BSBSS00002 | Basic Contact Centre Operations Skill Set | Skill set |
| D705 | FNS40111 | Certificate IV in Credit Management | Qualification |
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |
| D690 | BSB20211 | Certificate II in Customer Contact | Qualification |
| D702 | FNS30111 | Certificate III in Financial Services | Qualification |
| D704 | FNS30511 | Certificate III in General Insurance | Qualification |