Skill set Outline
Information current as of
12/09/2026 4:59 PM AWST
12/09/2026 4:59 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Contact Centre Skill Set
Contact Centre Skill Set
Skill set
National Code
BSBSS00126
BSBSS00126
State Code
AE287
AE287
TGA Status
Current
Current
DTWD Status
Approved
Approved
National Endorsed, State Implementation and Classification
AQF Level
—
Field of Education
—
Skillset Type
National
Original TGA Release Date
19/10/2020
Current Release Date
19/10/2020
Current Release Number
1.00
Approved Date
16/03/2021
Nominal Hours
115
Duration
—
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 19/10/2020 | Current | Approved |
Description
This skill set addresses the skills and knowledge to work in a customer service contact centre under supervision of a manager or team leader.
Pathway Information
Units from this skill set can contribute to credit towards BSB20120 Certificate II in Workplace Skills and BSB30120 Certificate III in Business (Technology, Customer and Client Engagement).
Licensing / Regulatory Information
No licensing, legislative or certification requirements apply to this skill set at the time of publication.
Target Group
This skill set is for individuals who are working in a customer service contact centre position.
Suggested words for statement of attainment
These units of competency from the BSB Business Services Training Package meet industry requirements for individuals who are working in a customer service contact centre.
General notes
Schedule
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AWX02 | SIRXPDK001 | Advise on products and services | 25 | Unit of competency |
| AWX28 | SIRXCEG002 | Assist with customer difficulties | 35 | Unit of competency |
| OCE44 | BSBDAT201 | Collect and record data | 35 | Unit of competency |
| OCE04 | BSBTEC202 | Use digital technologies to communicate in a work environment | 20 | Unit of competency |
