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Diploma of Customer Engagement

BSB50315
Average Course Fee: $8300
Average Duration: 13 Months

This qualification would apply to individuals with various job titles including contact centre managers, quality assurance officers, analysts, schedulers and customer contact managers.

Individuals in these roles would possess sound relationship management skills and be well-equipped to support a team. They would typically manage complex multi-channel customer interactions including training others and promoting continuous process improvements within an organisation.

Licensing/Regulatory Information

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

These are the outcomes of graduates surveyed six months after completing their training for similar courses 'Diploma in the field of Management and Commerce'

86.0%

Satisfied with the training
56.0%

Received job-related
benefits from training
Customer Service Manager ( ANZSCO code 149212)
Expected job openings
Expected job openings are: average Low Below average Average Above average High
Average
37,000 persons were employed as Call, Contact Centre & Customer Service Managers in 2015. Job openings over the next 5 years are expected to be between 10,001 and 25,000.
Average weekly full time earnings
Average weekly full time earnings are: average Low Below average Average Above average High
Average
Average weekly full time earnings before tax for Call, Contact Centre & Customer Service Managers in 2014 are: $1,184. Average earnings for all occupations are: $1,200
Source: Department of Employment. For full details on Call, Contact Centre & Customer Service Managers visit Job Outlook
This qualification is available as an Australian Apprenticeship in the states and territories shown by blue colouring in the table below.

  1. ACT
  2. NSW
  3. NT
  4. QLD
  5. SA
  6. TAS
  7. VIC
For more information on apprenticeship pathways, please visit this course on aapathways.com.au
This course may be subsidised in the following state and territories

  1. ACT
  2. NSW
  3. NT
  4. QLD
  5. SA
  6. TAS
  7. VIC

For more information about financial support and subsidies for training, please refer to the Financial assistance page

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

    BSBCUE504 Integrate customer contact operations in the organisation

    BSBLED501 Develop a workplace learning environment

    BSBMGT516 Facilitate continuous improvement

    Elective Units

    Group A

    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

    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

    Read More

    Find a course unit



    The following occupations relate to this qualification.

    Analyst
    Call Centre Team Leader
    Scheduler
    The following industry sectors relate to this qualification.

    Advertising and Marketing
    Business Administration
    Business Services
    Customer Service
    Government Administration
    Public Administration
    Retail Management
    Retail Services
    Services Industry



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    Training Provider Comparison

    Course summary
    This organisation only provides assessment services for this course
    For more information about this provider’s delivery of , please contact the training provider directly.
    Provider code:
    Course length:
    Study mode:
    Course available as an Australian Apprenticeship or Traineeship
    Course and additional fees information
    Course fees
    Duration
    Online delivery

    Online (training available online or via email submission)

    This provider has not supplied specific information about their delivery of

    Please contact them below for further details

    ENQUIRE NOW

    Training provider summary
    This training organisation provides:
      Delivery and assessment services.
      Assessment only services.
      Courses of study through Australian Apprenticeships and Traineeships.
      Recognition for prior learning.
      Financial assistance via VET Student Loans.
    Training provider type
    Registration status
    Subsidies
    This training provider is authorised to deliver subsidised courses in the following states and territories
    1. ACT
      ACT
    2. NSW
      NSW
    3. NT
      NT
    4. QLD
      QLD
    5. SA
      SA
    6. TAS
      TAS
    7. VIC
      VIC
    8. WA
      WA
    Training options
    This training provider offers courses in the following delivery modes:

    The following facilities are required at the training site:

    Offsite training is avaliable in the following locations:
    Within a radius of Km from
    Limited to the following cities:
    Limited to the following postcodes:
    Online (training available online or via email submission)
    Distance (training available via correspondence)
    Attendance required (training includes some fixed-time online lectures or fixed time class components)
    Fixed submission dates (assessment pieces have set submission dates)
    Self-paced (training has no set class times of set submission dates)

    Facilities
    Services
    Name
    Phone
    Fax
    Email
    Address
    Training organisation website
    Course enrolment webpage
    APPLY FOR THIS COURSE

    RTO Code: | Type: | Operating since
    Course fee: not provided
    Subsidies available
    VET Student Loan eligible
    Duration: not provided
    Available online
    This organisation only provides assessment services for this course
    *Information is provided by the RTO, no warranty is given by the Commonwealth as to the accuracy or reliability of the information.

    Course always available

    The following facilities are required at the training site:

    Offsite training is avaliable in the following locations:
    Within a radius of deliveryItem.Radius Km from
    Limited to the following cities:
    Limited to the following postcodes:
    Online (training available online or via email submission)
    Distance (training available via correspondence)
    Attendance required (training includes some fixed-time online lectures or fixed time class components)
    Fixed submission dates (assessment pieces have set submission dates)
    Self-paced (training has no set class times of set submission dates)

    This RTO can offer VET Student Loans for certain approved courses. A VET Student Loan is a capped loan from the Australian Government to help you pay your tuition fees. Your initial loan debt amount (loan and loan fee, if applicable), plus indexation, must be paid back once you start earning over a certain amount. The amount for the 2016-2017 income year is $54,869.

    For more information, visit the Department of Education and Training or StudyAssist.


    Contact information
    Name
    Phone
    Fax
    Address
    Training organisation website Campus website
    Student outcomes for similar courses

    These are the outcomes of graduates surveyed six months after completing their training for similar courses 'Diploma in the field of Management and Commerce'

    35.9%

    Of people who were not employed before starting their course were employed after completing it.
    24.8 %

    Of those employed after training, were in the same occupation as their course.
    Clerical and Administrative Workers
    26.2%
    Clerical and Administrative Workers
    Professionals
    24.4%
    Professionals
    Managers
    22.5%
    Managers
    Median salary of those employed in their first full-time job
    (includes those employed prior to training)

    $52,200

    $44,300


    Destination
    after training
    This
    course
    Similar
    courses
    All Diploma courses
    Employed or in further study after training (%) - 89.9 88.1
    Employment outcomes:
    Employed (%)
    Full-time (%)
    Part-time (%)
     
    -
    -
    -
     
    82.2
    61.2
    20.7
     
    78.4
    46.3
    31.9
    Further study outcomes:
    Enrolled at University (%)
    Enrolled at TAFE (%)
    Enrolled at Other provider (%)
     
    -
    -
    -
     
    11.5
    6.2
    16.3
     
    15.2
    6.6
    13.2
    Satisfied with the training (%) - 86 84.3
    Received job-related benefits from training (%) - 56 63.7
    Received personal benefits from training (%) - 93 94.8
    Achieved main reason for undertaking training (%) - 80.7 82
    Recommend the training to other (%) - 90.7 90.1

    Employment
    status
    This
    course
    Similar
    courses
    All Diploma courses
    Median salary (Full-time) ($) - 52 200 44 300
    Top Occupations (%):
    Clerical and Administrative Workers
    Professionals
    Managers
     
     
    26.2
    24.4
    22.5
     
    30.7
    21.6
    14.5
    Top Industries (%):
    Financial and Insurance Services
    Health Care and Social Assistance
    Public Administration and Safety
     
     
    14.9
    13.9
    11.7
     
    28.6
    10.3
    7.8

    Employment
    status
    This
    course
    Similar
    courses
    All Diploma courses
    Employed after training (%) - 92.3 89.3
    Median salary (Employed full-time) ($) - 54 900 46 800
    Enrolled in further study (%) - 32.5 33.3
    Satisfied with the training (%) - 86.4 84.6
    Achieved main reason for undertaking training (%) - 83.4 84.9

    Employment
    status
    This
    course
    Similar
    courses
    All Diploma courses
    Employed after training (%) - 35.9 43.4
    Median salary (Employed full-time) ($) - 35 400 39 000
    Enrolled in further study (%) - 41.4 40.1
    Satisfied with the training (%) - 84.4 83.8
    Achieved main reason for undertaking training (%) - 67.2 73.3

    Please Note:
    All statistics are supplied by the National Centre for Vocational Education Research.
    * The estimate has a relative standard error greater than 25% and therefore should be used with caution.
    ** NCVER does not report on estimates based on less than 5 respondents because the estimates are unreliable.
    For more information, please refer to the Statistics Explained page.

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    Financial and Insurance Services
    14.9
    Financial and Insurance Services
    Health Care and Social Assistance
    13.9
    Health Care and Social Assistance
    Public Administration and Safety
    11.7
    Public Administration and Safety
    Business Services
    Stream Certificate II Certificate III Certificate IV Diploma Advanced Diploma
    Business, Business Administration and Sales          
    Leadership & Management          
    Legal and Conveyancing          
    Medical          
    Small Business and Franchising          
    Education          
    International Trade          
    Advertising          
    Marketing & Communication          
    Purchasing          
    Recordkeeping          
    Project Management          
    Human Resources and Work Health & Safety          
    Governance          
    Quality Auditing          
    International Education          
    Library & Information Services          
    Environmental Management          

    Note: Information provided as a guide only.  Chart developed by the Australian Apprenticeships & Traineeships Information Service (aatinfo.com.au). Information in this chart may be reproduced with acknowledgement of its source: "The Australian Apprenticeships & Traineeships Information Service (aapathways.com.au/jpc) funded by the Australian Government Department of Education and Training".