BSB50315 - Diploma of Customer Engagement

Customer Engagement specialist? Get recognised for it.

Your experience managing customer interactions, process improvements, customer engagement operations and customer contact technology may qualify you for a Diploma of Customer Engagement via RPL. This is ideal for Contact Centre Managers, Quality Assurance Officers and Customer Contact Managers who wish to achieve formal recognition and improve their employment prospects.

See if you’re eligible today with our Free Skills Review.

RPL Cost Traditional study cost Your savings
$1,500* $5,000 $3,500

Want to save a further $300 off this qualification? Contact us today to learn how!

* RPL cost includes all assessment services and issue of your nationally recognised qualification.

Want to know if you’re eligible to obtain this qualification via Skills Recognition & RPL? Then why not start a Free Skills Review, it requires only 3 minutes to complete!

Take the initiative today to determine your eligibility.

Yes. All of our qualifications are issued by RTOs which have been approved by the Australian Skills Quality Authority (ASQA) to deliver nationally recognised qualifications that meet national quality assurance requirements. This means that they are recognised by industry and educational institutions in all Australian states and territories as conforming to the required competency standards.

Yes. Because all of our qualifications are issued by reputable RTOs and contain the nationally recognised training logo, they each verify that a candidate has met the Units of Competency required to work in their industry occupation. These qualifications do not indicate how you have obtained the qualification (i.e. through RPL), and are exactly the same as a qualification received from a training provider through any other means.

Get Qualified Australia allows you up 3 months to complete the RPL process, however the actual duration is dependent on the length of time it takes you to provide your evidence. While this is generally 4 weeks, the quicker you submit your evidence, the sooner the process will be completed.

Once all the required evidence has been submitted and your evidence has been assessed, the RTO will then review and issue your qualification within 2-4 weeks, provided that no further evidence is required. This makes it possible for you to achieve your qualification in as little as 1 month, and up to 3 months.

Requests for extensions beyond the allotted 3 month period will be considered on an individual case basis.

While our Customer Service Agents will determine the best evidence for your portfolio, evidence generally takes the form of:

  • Resume/CV
  • References
  • Performance Appraisals
  • Portfolio/work samples
  • Photographic and video evidence
  • Education, training and qualifications
  • Job Description
  • Policies and Procedures
  • Workplace communication
  • Bookkeeping and financial records

Click here to learn more about the types of evidence you can provide.

 

The options are really endless. Most people use qualifications to enhance their careers, from achieving a promotion or pay rise, to climbing organisational ranks and getting new job opportunities. In fact, qualifications have shown to increase employability by 11%, and result in promotions 42% of the time.

Other people might use their qualification to improve visa or migration prospects, access postgraduate study, open up their own businesses, meet regulatory requirements, or obtain a licence in their industry or occupation.

Please note that while our qualifications may help you meet minimum licensing requirements, only your state’s relevant licensing authority may issue you your licence. For more information about trades licensing, click here.

Total number of units = 10  

3 core units  plus

7 elective units,  of which:

  • 2 units must be from Group A elective units below

  • 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

  • up to 2 units may be from a Certificate IV level qualification.

 

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

 

Core Units 

Unit Code Unit Title

BSBCUE504 

Integrate customer contact operations in the organisation

BSBLED501 

Develop a workplace learning environment

BSBMGT516 

Facilitate continuous improvement

 

Elective Units 

Group A 

Unit Code

Unit Title

BSBAUD501

Initiate a quality audit

BSBCUE501

Develop business continuity strategy

BSBCUE502

Establish a multicentre

BSBCUE503

Manage data interrogation

BSBCUE601

Optimise customer engagement operations

BSBCUE602

Manage customer engagement information

BSBCUE603

Design and launch new customer engagement facilities

BSBCUE604

Develop and maintain a service level strategy

BSBCUE605

Develop and maintain a customer engagement marketing strategy

BSBCUE606

Forecast and plan using customer engagement traffic information analysis

BSBCUE607

Manage customer engagement centre staffing

BSBCUE608

Manage customer engagement operational costs

BSBCUS501

Manage quality customer service

BSBSLS501

Develop a sales plan

BSBSLS502

Lead and manage a sales team

 

Group B 

Unit Code

Unit Title

BSBCUE403 

Schedule customer engagement activity

BSBCUE407

Administer customer engagement technology

BSBCOM501 

Identify and interpret compliance requirements

BSBCOM502 

Evaluate and review compliance

BSBCOM503 

Develop processes for the management of breaches in compliance requirements

BSBCOM601 

Research compliance requirements and issues

BSBCOM602 

Develop and create compliance requirements

BSBCOM603 

Plan and establish compliance management systems

BSBDIV601 

Develop and implement diversity policy

BSBHRM405 

Support the recruitment, selection and induction of staff

BSBHRM512 

Develop and manage performance-management processes

BSBHRM604 

Manage employee relations

BSBINM501 

Manage an information or knowledge management system

BSBINN502 

Build and sustain an innovative work environment

BSBITA601 

Configure and optimise customer contact technology

BSBLED502 

Manage programs that promote personal effectiveness

BSBLDR801  

Lead personal and strategic transformation

BSBMGT605

Provide leadership across the organisation

BSBMGT615 

Contribute to organisation development

BSBMGT618 

Develop a contact centre business plan

BSBMKG610 

Develop, implement and monitor a marketing campaign

BSBWHS501 

Ensure a safe workplace

BSBPUB504 

Develop and implement crisis management plans

BSBRSK501 

Manage risk

BSBSUS501 

Develop workplace policy and procedures for sustainability

BSBWOR403 

Manage stress in the workplace

BSBWOR502 

Lead and manage team effectiveness

 

Not Available

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing

  • Asset Training Australia - Provider Code 31718

Did you know that the Australian Qualifications Framework (AQF) perfectly aligns certificate and diploma level qualifications with higher education? This means that it’s now possible to receive exemptions and fast track university degrees using diploma and above level qualifications.

Enrol in one of our qualifications today, and unlock the potential to seek maximum unit exemptions for your desired Graduate Diploma, Bachelor, or Masters Degree in a cost, time and effort-effective way. Speak with one of our Skills Recognition Consultants today or complete our Free Skills Review to discover the highest qualification level you’re eligible for.
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