Diploma of Customer Engagement - BSB50315

Type of institution: Registered Training Organisation
Level: Pre-degree
CRICOS: 04208G

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.

Structure

• 10 units: 3 core
• 7 elective

Subjects

• Manage data interrogation
• Develop business continuity strategy
• Develop processes for the management of breaches in compliance requirements
• Develop and manage performance management processes
• Facilitate continuous improvement
• Identify and interpret compliance requirements
• Develop and maintain a customer engagement marketing strategy
• Develop and implement diversity policy
• Lead and manage team effectiveness
• Manage quality customer service
• Manage risk
• Develop and create compliance requirements
• Forecast and plan using customer engagement traffic information analysis
• Administer customer engagement technology
• Initiate a quality audit
• Support the recruitment, selection and induction of staff
• Manage customer engagement operational costs
• Evaluate and review compliance
• Establish a multicentre
• Ensure a safe workplace
• Manage stress in the workplace
• Plan and establish compliance management systems
• Develop an engagement centre business plan
• Optimise customer engagement operations
• Develop a workplace learning environment
• Manage employee relations
• Manage programs that promote personal effectiveness
• Lead and manage a sales team
• Configure and optimise customer contact technology
• Manage customer engagement information
• Develop, implement and monitor a marketing campaign
• Research compliance requirements and issues
• Develop a sales plan
• Develop workplace policy and procedures for sustainability
• Manage an information or knowledge management system
• Design and launch new customer engagement facilities
• Provide leadership across the organisation
• Lead personal and strategic transformation
• Integrate customer engagement within the organisation
• Develop and maintain a service level strategy
• Schedule customer engagement activity
• Contribute to organisation development
• Manage customer engagement centre staffing
• Build and sustain an innovative work environment
• Develop and implement crisis management plans

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