Skill set Outline
Information current as of
14/09/2026 1:57 AM AWST
14/09/2026 1:57 AM 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.
Basic Customer Engagement Skill Set
Basic Customer Engagement Skill Set
Skill set
National Code
BSBSS00034
BSBSS00034
State Code
AC887
AC887
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
National Endorsed, State Implementation and Classification
AQF Level
—
Field of Education
—
Skillset Type
National
Original TGA Release Date
25/03/2015
Current Release Date
27/09/2018
Current Release Number
3.00
Approved Date
22/12/2017
Nominal Hours
175
Duration
1 Semester
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 3.00 | 27/09/2018 | Current | Approved |
| 2.00 | 14/01/2016 | Replaced | Replaced |
| 1.00 | 25/03/2015 | Replaced | Replaced |
Description
This skill set is designed for persons who are seeking to enter the industry and require basic operator skills or are working in a customer engagement centre and require recognition of their current skills.
Pathway Information
These units of competency provide credit towards a range of qualifications, including:
BSB20215 Certificate II in Customer Engagement
BSB30215 Certificate III in Customer Engagement
BSB20215 Certificate II in Customer Engagement
BSB30215 Certificate III in Customer Engagement
Licensing / Regulatory Information
No licensing, legislative or certification requirements apply to this skill set at the time of publication.
Target Group
Customer Engagement staff.
Suggested words for statement of attainment
These units of competency from the BSB Business Services Training Package meet basic competency requirements for operators in a customer engagement centre.
General notes
Schedule
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AUJ37 | BSBCUE203 | Conduct customer engagement | 100 | Unit of competency |
| AUL95 | BSBWHS201 | Contribute to health and safety of self and others | 15 | Unit of competency |
| OAE50 | BSBITU111 | Operate a personal digital device | 20 | Unit of competency |
| AUI19 | BSBCUE205 | Prepare for work in a customer engagement environment | 40 | Unit of competency |
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AC261 | BSBSS00002 | Basic Contact Centre Operations Skill Set | Skill set |