Ali posted on December 06, 2010 15:32
Untitled Document  | Customer Contact qualifications and units of competency 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 ahenderson@bsv.org.au or Eddie Hardman eddie@ibsa.org.au 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, venue location to be confirmed and will be posted on the IBSA website early March. If you would like to be involved in the consultation process or have any questions about this project, please contact Industry Manager Eddie Hardman at eddie@ibsa.org.au or Project Officer Angela Patil at angelapatil@ibsa.org.au
Units and qualifications will be hosted shortly (25th March 2011)
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.
If you would like to be involved with the consultation process, please contact Angela Patil on the details listed below.
Should you have any questions or comments, please contact Industry Manager Eddie Hardman at eddie@ibsa.org.au or Project Officer Angela Patil at angelapatil@ibsa.org.au.