Unit of competency Outline

Date retreived
22/07/2026 8:42 AM AWST

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Conduct outbound customer engagement

Conduct outbound customer engagement

Unit of competency
National Code
BSBCUE308
State Code
AUK75
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
20
Description
This unit describes the skills and knowledge required to conduct outbound engagements in relation to enquiries or sales of particular products and services to meet both customer and business needs. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Prepare for outbound engagement
  • 1.1 Identify engagement details and apply a clear understanding of organisational policies and procedures
  • 1.2 Obtain and study product and service details relating to customer engagement
  • 1.3 Study prepared engagement guides or scripts
  • 1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team
  • 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage engagement
  • 1.6 Clarify details as required with relevant manager
2 Conduct outbound engagement
  • 2.1 Greet customer according to organisational protocol and in a manner that encompasses cultural diversity
  • 2.2 Use engagement guide efficiently to conduct the engagement
  • 2.3 Answer enquiries and negotiate with customers according to policy
  • 2.4 Escalate enquiries that cannot be satisfied immediately
  • 2.5 Conduct engagement closure according to policy
3 Arrange provision of product or service
  • 3.1Respond 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 engagement
  • 3.5 Use clear, simple and easy-to-understand language and ensure responses are comprehensive
4 Manage customer engagement
  • 4.1 Record details of engagement according to policy
  • 4.2 Record and report difficulties not escalated that may present an opportunity for continuous improvement
  • 4.3 Adapt to requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
  • 4.4 Escalate enquiries or orders that cannot be satisfied immediately
  • 4.5 Supply follow-up information to customer as required and in a timely manner
  • 4.6 Observe relevant legislation, codes, regulations and standards throughout transaction
No information
No information
Replaces
State Code National Code Title Type
S8049 BSBCCO308A Conduct outbound customer contact Unit of competency
Replaced By
State Code National Code Title Type
OCF15 BSBOPS305 Process customer complaints Unit of competency
State Code National Code Title Type
AVS6 BSB30215 Certificate III in Customer Engagement Qualification
AVQ9 BSB20215 Certificate II in Customer Engagement Qualification