Customer Contact qualifications and units of competency
Project Closed
This project is now complete. BSB07 Business Services Training Package version 6.0 is available for download on the Training.gov.au (TGA) Website, and may be purchased from the IBSA Online Store. If you have any queries regarding this project, please contact Industry Manager Eddie Hardman - eddie@ibsa.org.au.
Update - November 2011
Version 6 of the BSB07 Business Services Training Package was endorsed by the National Skills Standards Council (NSSC) at their meeting on October 26th.
BSB07 v6 is currently being migrated to the
Training.gov.au website. IBSA will notify stakeholders once this has been released.
Update August 2011
The Customer Contact qualifications and units of competency have undergone editing, equity and Quality Assurance, and the Case for Endorsement has been emailed to the State and Territory Authorities for their acceptance.
The progress of the review of the Customer Contact Qualifications and units from here involves:
- Submit the accepted review of the Customer Contact Qualifications and units of competency for endorsement.
- After endorsement, the training package is migrated to the Training.gov.au website. The endorsed Customer Contact Qualifications and units will also be made available on IBSA’s Feedback Hub.
IBSA would like to thank all participants for their invaluable contribution in developing the Customer Contact Qualifications and units. If you have further questions please contact Eddie Hardman at eddie@ibsa.org.au or Angela Patil at angela.patil@ibsa.org.au
Update May 10th 2011
IBSA would like to thank all participants for their contribution and feedback received at the workshops for the review of the Customer Contact qualifications and units of competency within the BSB07 Business Services Training Package. The proposed changes to the qualifications, the draft of the new and updated units of competency are now available for comment and feedback. These changes have been made after extensive national consultation.
Click here to access the draft units and qualifications.
Feedback is now closed. The feedback received will then be analysed and incorporated into the development of the final draft of units of competency and qualifications. If you have any further questions or queries about this project, please contact Eddie Hardman at eddie@ibsa.org.au or Angela Patil at angelapatil@ibsa.org.au
Update - March 2011
Draft qualifications and units have been developed in accordance with consultation and feedback gained from stakeholders in the first round of national consultation. To allow you to provide comments and refine these qualifications and units, workshops will be held throughout Australia. Registration closes 4 days prior to the workshop.
You may now download the following draft materail:
| Date | City | Time | Venue |
| 5th April | Sydney | 9:30am - 12:30pm | Conference Room, Ricoh Australia
117 Clarence Street, Sydney, NSW, 2000 |
| 7th April | Brisbane | 9:30am - 12:30pm | The Sebel and Citigate
King George Square, Cnr Ann and Roma Street, Brisbane, QLD, 4000 |
| 15th April | Perth | 10am to12:30pm | Financial Administrative and Professional Services Training Council Inc
1st Floor, 38 O'Malley, Osborne Park, WA, 6017 |
| 19th April | Adelaide | 10am to 1pm | Business Services Industry Skills Board SA Inc
5 - 9 Rundle Street, Kent Town, SA, 5067 |
| 20th April | Melbourne | 9:30am to 12:30pm | IBSA
Level 11, 176 Wellington Parade, East Melbourne, VIC, 3002 |
| TBC | Hobart | TBC | TBC |
| TBC | Launceston | TBC | TBC |
| 27th April | Online | 1pm to 3pm | Teleconference and Webinar |
| TBC | Darwin | TBC | TBC |
Please click here to register for the workshop.
If you would like to provide feedback on the units of competency and qualifications, please forward this to Anna Henderson or Eddie Hardman using the details on the left, by the 29th April.
January 25th 2011
Innovation Business Skills Australia (IBSA) has commissioned Business Skills Victoria to undertake a review of the Customer Contact Qualifications and units of competency contained within the BSB07 Business Services Training Package.
The review aims to identify whether the Customer Contact Qualifications and Units of Competency sufficiently reflect and meet the needs, challenges and workforce demands of this ever growing industry.
National consultation will commence in early April and will include phone, face to face interviews, workshops and feedback received via the IBSA Review and Feedback Register.
Workshops will be held in major cities throughout Australia. Dates and venue location are available above.
Units and qualifications are also available above.
Update - 6 December 2010
Innovation and Business Skills Australia (IBSA) has commenced a two stage review of the Customer Contact qualifications and units of competency. These qualifications include:
- BSB20207 Certificate II in Customer Contact
- BSB30207 Certificate III in Customer Contact
- BSB40307 Certificate IV in Customer Contact
- BSB50307 Diploma of Customer Contact
- BSB60307 Advanced Diploma of Customer Contact
The qualifications originated from the Telecommunication Training Package. Stakeholders believed that these qualifications best fits with Business Services and hence when the training package was revised in 2007 the qualifications were transferred. Organisations are constantly interacting with customers i.e. via face to face or telephone and the review is expected to reflect the needs of the industry.
The preliminary scoping aspect of the project has started and will involve setting up of a National Project Reference Group (NPRG) and identifying stakeholders throughout Australia. Consultation will be conducted with all stakeholders to assess and acquire an accurate picture of the customer contact qualifications, their validity and creditability and if they meet the current needs of industry. The outcome of the consultation will generate findings and recommendations which will form the foundation for the next stage of the project, which is the redevelopment of the qualifications and units of competency.