Unit of competency Outline
Date retreived
22/07/2026 8:55 AM AWST
22/07/2026 8:55 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.
Develop and maintain a customer contact marketing strategy
Develop and maintain a customer contact marketing strategy
Unit of competency
National Code
BSBCCO605A
BSBCCO605A
State Code
D0623
D0623
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
11/12/2008
Field of Education
080301 - Business Management
Original Release Date
11/12/2008
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to develop, maintain and promote a marketing strategy in a customer contact environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Apply sales and marketing principles to contact centre performance
- 1.1. Select a valid framework of sales and marketing principles for a customer contact centre
- 1.2. Achieve consensus on sales and marketing principles with stakeholders
- 1.3. Integrate sales and marketing principles into customer contact operating objectives and strategies
- 1.4. Identify all elements of customer contact centre supply chains
- 1.5. Promote contact centre effectively to supply chain customers and clients
2. Initiate, evaluate and maintain a marketing database system
- 2.1. Identify appropriate marketing database fields and functions
- 2.2. Contribute effectively to the development and testing of a marketing database
- 2.3. Evaluate and enhance functionality of the marketing database to best serve the marketing operation
- 2.4. Establish effective database maintenance procedures
- 2.5. Establish contingency planning for failure of databases and systems
3. Develop and evaluate customer service and retention strategies
- 3.1. Identify effective after-sales support strategies
- 3.2. Develop strategies to retain customers and to build loyalty
- 3.3. Establish processes to facilitate after-sales support and customer retention strategies
- 3.4. Monitor and review after-sales support and customer retention processes
- 3.5. Adjust processes to optimise customer service and retention
4. Analyse sales and customer activity results
- 4.1. Identify sales and service report criteria relevant to the interests of stakeholders
- 4.2. Analyse sales and service data in relation to key performance indicators
- 4.3. Accurately report on performance and activity data to stakeholders in a timely manner
contact centre level - direct team, team leaders and other senior contact centre staff
enterprise employees at management level (e.g. sales and marketing, credit and collections, billing) with an interest or stake in contact centre operations
external clients and suppliers with an interest in the marketing aspects of operations including contracting organisations, recruitment suppliers, software and equipment suppliers
billing
credit and collections
customer service
fulfilment area
sales and sales support
address (postal, business, residential)
contact number/s
current products and services
email address
name
occupation
previous offers
activities to keep business running
Interactive Voice Response (IVR) message re reduced level of service
taking messages and calling customers back when systems are back in operation
temporary redirection of calls to another area
use of back-up systems or database
use of manual processes or recording
account management
courtesy follow-up calls
customer satisfaction surveying
differentiated levels of customer service and support
discounts or special offers
follow-up to ensure customer satisfaction and loyalty post sales experience
loyalty programs
offers of value added services or products
enterprise employees at management level (e.g. sales and marketing, credit and collections, billing) with an interest or stake in contact centre operations
external clients and suppliers with an interest in the marketing aspects of operations including contracting organisations, recruitment suppliers, software and equipment suppliers
billing
credit and collections
customer service
fulfilment area
sales and sales support
address (postal, business, residential)
contact number/s
current products and services
email address
name
occupation
previous offers
activities to keep business running
Interactive Voice Response (IVR) message re reduced level of service
taking messages and calling customers back when systems are back in operation
temporary redirection of calls to another area
use of back-up systems or database
use of manual processes or recording
account management
courtesy follow-up calls
customer satisfaction surveying
differentiated levels of customer service and support
discounts or special offers
follow-up to ensure customer satisfaction and loyalty post sales experience
loyalty programs
offers of value added services or products
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
application of marketing principles to customer contact performance, development and maintenance of marketing databases, development of customer service and retention strategies, and analysis and reporting of performance within a customer contact environment
knowledge of sales and marketing principles.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information and databases for analysis activities
access to relevant legislation, standards and guidelines
access to stakeholder feedback or stakeholders
access to performance and target data.
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
review of stakeholder agreed marketing and sales principles
review of records of internal contact centre promotion activities
oral and/or written questioning to assess knowledge of fields and functionality of a marketing database
review of records of maintenance activity for a marketing database
review of documentation of after-sales and/or customer retention strategies
review of records of after-sales and/or customer retention strategy effectiveness
review of reports of sales and customer service performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO609A Integrate customer contact operations within the organisation
BSBMGT618A Develop a contact centre business plan.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
application of marketing principles to customer contact performance, development and maintenance of marketing databases, development of customer service and retention strategies, and analysis and reporting of performance within a customer contact environment
knowledge of sales and marketing principles.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information and databases for analysis activities
access to relevant legislation, standards and guidelines
access to stakeholder feedback or stakeholders
access to performance and target data.
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
review of stakeholder agreed marketing and sales principles
review of records of internal contact centre promotion activities
oral and/or written questioning to assess knowledge of fields and functionality of a marketing database
review of records of maintenance activity for a marketing database
review of documentation of after-sales and/or customer retention strategies
review of records of after-sales and/or customer retention strategy effectiveness
review of reports of sales and customer service performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO609A Integrate customer contact operations within the organisation
BSBMGT618A Develop a contact centre business plan.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8064 | BSBCCO605B | Develop and maintain a customer contact marketing strategy | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D165 | BSB50307 | Diploma of Customer Contact | Qualification |