Unit of competency Outline
Date retreived
23/07/2026 12:53 AM AWST
23/07/2026 12:53 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.
Action customer contact
Action customer contact
Unit of competency
National Code
BSBCCO201A
BSBCCO201A
State Code
D0608
D0608
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
30/05/2011
Field of Education
080501 - Sales
Original Release Date
30/05/2011
Nominal Hours
100
Description
This unit describes the performance outcomes, skills and knowledge required to respond effectively to customer contact.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
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 call/contact guides or scripts
- 1.3. Locate sources of information that may be required to develop product or service expertise
- 1.4. Develop a clear understanding of enterprise policies and procedures
- 1.5. Develop proficiency with equipment and systems to effectively and efficiently manage contact
- 1.6. Clarify any unclear details with relevant manager
- 1.7. Identify and use safe working methods
2. Provide responsive and quality service in response to customer queries
- 2.1. Greet customer in accordance with enterprise protocol
- 2.2. Respond in a manner to effectively encompass cultural diversity
- 2.3. Effectively establish and clarify customer needs
- 2.4. Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction, and to 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 follow-up action effectively in accordance with the 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 any 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. Manage customer contact
- 4.1. Record details of contact in accordance with policy
- 4.2. Record and report any difficulties not escalated but that may present an opportunity for continuous improvement
- 4.3. Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
- 4.4. Escalate inquiries 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
email
face-to-face
facsimile
internal, external and outsourced customers
internet
letter
telephone
call closing technique
call flow
features and benefits
greeting etiquette
pricing
product/service features
regulatory, legislative and organisational requirements
brochures and pamphlets
campaign briefs
internet and intranet
instruction or product manuals
scope of the services to be provided
financial and decision making delegations
referral/escalation paths
computer equipment - may be modified for use by people with a disability
information management systems
telecommunications equipment - may be modified for use by people with a disability
workflow management systems
loyalty programs or incentives
offering value added services or products
re-contracting
special offers as determined by the enterprise from time to time
customer contact environment servicing customers of another enterprise or business unit by agreement
customer contact environment taking contacts for multiple enterprises
customer contact environment taking overflow calls for another enterprise
Consumer Credit Code
Do Not Call Register
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act
To
record details in enterprise system/s
discuss, agree and record supply arrangements with customer
discuss and agree on payment options with customer
conduct a credit check
face-to-face
facsimile
internal, external and outsourced customers
internet
letter
telephone
call closing technique
call flow
features and benefits
greeting etiquette
pricing
product/service features
regulatory, legislative and organisational requirements
brochures and pamphlets
campaign briefs
internet and intranet
instruction or product manuals
scope of the services to be provided
financial and decision making delegations
referral/escalation paths
computer equipment - may be modified for use by people with a disability
information management systems
telecommunications equipment - may be modified for use by people with a disability
workflow management systems
loyalty programs or incentives
offering value added services or products
re-contracting
special offers as determined by the enterprise from time to time
customer contact environment servicing customers of another enterprise or business unit by agreement
customer contact environment taking contacts for multiple enterprises
customer contact environment taking overflow calls for another enterprise
Consumer Credit Code
Do Not Call Register
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act
To
record details in enterprise system/s
discuss, agree and record supply arrangements with customer
discuss and agree on payment options with customer
conduct a credit check
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
accurate recording of data
knowledge of enterprise products and services
knowledge of compliance requirements
meeting of agreed standards of contact
understanding of performance targets
use of technology (may be modified for use by people with a disability).
Context of and specific resources for assessment
Assessment must ensure:
access to IT equipment
access to workplace information and data
access to performance management records and data
access to 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 on-the-job performance by the candidate
direct observation during contact (may be done by doublejacking on telephone system)
review of documentation of performance against target
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:
BSBCCO301A Use multiple information systems
BSBCUS301A Deliver and monitor a service to customers.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
accurate recording of data
knowledge of enterprise products and services
knowledge of compliance requirements
meeting of agreed standards of contact
understanding of performance targets
use of technology (may be modified for use by people with a disability).
Context of and specific resources for assessment
Assessment must ensure:
access to IT equipment
access to workplace information and data
access to performance management records and data
access to 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 on-the-job performance by the candidate
direct observation during contact (may be done by doublejacking on telephone system)
review of documentation of performance against target
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:
BSBCCO301A Use multiple information systems
BSBCUS301A Deliver and monitor a service to customers.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8039 | BSBCCO203A | Conduct customer contact | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D131 | BSB20207 | Certificate II in Customer Contact | Qualification |
| S693 | FNS30110 | Certificate III in Financial Services | Qualification |
| D648 | CUV40411 | Certificate IV in Photo Imaging | Qualification |