Customer Engagement Diploma BSB50315

TAKE CONTROL OF YOUR CUSTOMER CONTACT CENTRE MANAGEMENT CAREER

The Diploma of Customer Engagement focusses on the practical application of realistic call centre operational and management skills in a competitive marketplace. You will build upon your past call centre experience and learn the skills required for effective call centre operations: quality planning, ensuring staff development, sales planning, and integrating proactive customer engagement.

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Subject Choices
offered under the Diploma of Customer Engagement

1 - 3 electives are required (depending on subjects chosen)

  • Quality Planning Strategies

    This diploma level task goes beyond theory and asks learners to apply the principles of operational planning and continuous improvement in a realistic workplace scenario. Learners will carefully analyse business results to build an improved operational plan that takes into account the key elements consultation and communication, goal setting, monitoring, training, recruitment, resource procurement and embedding continuous improvement opportunities.

    • Unit(s):
    • BSBCUS501 Manage quality customer service

    • BSBMGT516 Facilitate continuous improvement

    • BSBMGT517 Manage operational plan

  • Workplace Learning Environment

    Coaching and mentoring are important ways to support workplace learning. This subject has tips on coaching and mentoring skills as well as ways to provide constructive feedback. A key topic is how to evaluate coaching, professional development activities and workplace training efforts.

    • Unit(s):
    • BSBLED501 Develop a workplace learning environment

  • Sales Planning

    This subject takes you through developing sales plans, budgets and KPIs, as well as achieving sales budget requirements, understanding sales management techniques, promotional activities and working with teams to implement sales plans. It includes topics such as team consultation, team motivation and mentoring as well as cost consciousness.

    • Unit(s):
    • BSBSLS501 Develop a sales plan

    • BSBSLS502 Lead and manage a sales team

  • Integrating Customer Engagement

    Implementing and incorporating contact centre operations within an organisation is an ideal way of centralising and streamlining support. In this subject the learner will review the inter-dependencies between a contact centre and other departments, and determine the best way to centralise these services. You will look at various techniques to ensure that all relevant information is captured for the optimal outcome of the implementation, using a case study example.

    • Unit(s):
    • BSBCUE504 Integrate customer engagement within the organisation

  • Effective Team Management (E)

    Managing a team is a challenging responsibility. This subject focusses on the best strategies for building and inspiring trust within a team. It provides an insight into assessing the communication climate, applying different communication styles and overcoming communication barriers. Knowledge in ways to improve performance, build strong relationships and manage conflict within your work team is shared.

    • Unit(s):
    • BSBWOR502 Lead and manage team effectiveness

    • BSBLDR502 Lead and manage effective workplace relationships

    • BSBLDR501 Develop and use emotional intelligence

  • Prioritising Strategies (E)

    This subject provides time management strategies and planning techniques suited for setting personal and team goals and targets. The importance of goals being linked to key performance indicators of the business is examined.

    • Unit(s):
    • BSBWOR501 Manage personal work priorities and professional development

  • Risk Management Strategies (E)

    Risk Management Strategies covers risk context and risk identification, as well as risk management processes. The subject looks into the analysis of a risk, its causes, and ways to consider risk tolerance. Strategies for controlling and treating risks, as well as reviewing and monitoring those risks, are considered.

    • Unit(s):
    • BSBRSK501 Manage risk

  • Safety Management Systems (E)

    This subject addresses the skills and knowledge required to establish, maintain and evaluate the organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area, according to WHS legislative requirements. It takes a systems approach and addresses compliance with relevant legislative requirements.

    • Unit(s):
    • BSBWHS501 Ensure a safe workplace

  • Manage Recruitment (E)

    This subject covers the recruitment process, including the many steps involved in vital pre-recruitment activities such as revising job descriptions, advertising vacancies, short-listing and interviewing. Learners are provided with an opportunity to demonstrate their interviewing skills in an interview and reference check role play. Other topics include induction programs, consultancy, implementing policy and procedures and determining future Human Resource needs.

    • Unit(s):
    • BSBHRM506 Manage recruitment selection and induction processes

    • BSBHRM405 Support the recruitment, selection and induction of staff

Course Fees

Quality Education at a Fair Price

$

6,600



Course Duration

18 months is allowed as the standard part time enrolment term for the Diploma online TAFE level course in Customer Engagement.

Students who are able to commit more time to their course can finish earlier; while Traineeship terms may be longer.

Entry Requirements

for the Diploma of Customer Engagement

  • Reading and Writing Skills
    The course is an online correspondence course so you need to have strong English reading and writing skills, or higher. As a guide - you should have completed a formal course after having completed Year 12 schooling, or have proven workplace written communication skills.
  • Spoken English Skills
    Some components of this course have practical components where students will be required to demonstrate verbal communication skills as part of their assessments. Average English skills are necessary to complete these components successfully.
  • Numeracy Skills
    Numeracy skills are required at an average level eg completion of Year 10 maths and the ability to use a calculator.
  • Computer and Internet
    • Access to a Desktop Computer or Laptop
    • Internet access with Internet Explorer 8+, Chrome or Firefox
    • Microsoft Office 2010 Word and Subject specific Office products for chosen electives (ie Excel, Powerpoint, Publisher)
  • Other
    • Ability to study and conduct assessments in a safe environment

Career Possibilities

Course Reviews

Don't just take our word for it

  • “ My experience with the trainers at the College was amazing, not once did I have trouble contacting them and whenever I was in need of support they were there to give me advice. I am very thankful to the College and especially My College trainer Danielle as she supported me through everything.
    Amber W

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This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

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This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

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$Price

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This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

Your total course fees are

$Price

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Registered trainees use the Traineeships fee checker below.

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