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BSB50307

ATA Diploma Of Customer Contact

1. What is involved in the ATA Diploma of Management and ATA Diploma of Customer Contact?

Both programs are nationally recognised, competency based. The ATA Diploma of Management (BSB51107) consists of 8 subjects, 5 core units and 3 elective units. The ATA Diploma of Customer Contact (BSB50307) consists of 10 subjects, 6 core units and 4 elective units.

We have integrated both of the Diploma programs so that participants who wish to obtain a broader management qualification as part of their career pathway can choose the Diploma of Management whilst still undertaking subjects that are both relevant to contact centres and the general management of a business unit.

Overall, the subjects that have been chosen as electives focus on four key foundation areas which include people management, technology, financial management and operations management. Each Diploma program will typically take 18 months to 2 years to complete depending upon previous qualifications and the rate at which participants progress throughout the program.

E-learning/self-paced options will be available in 2009 as the subjects are progressively rolled out so that any student who wishes to accelerate their program can do so to suit their own specific needs. Or, alternatively, any participant that is unable to attend the scheduled workshops on the dates assigned, can progress through the subjects via self-paced or e-learning strategies.

2. Who is this program for?

The ATA Diploma of Management and the ATA Diploma of Customer Contact is aimed at senior team leaders, supervisors and support staff within the call and contact centre industry who contribute significantly to the effective management of contact centre operations.

3. Why choose the ATA Diploma of Management and ATA Diploma of Customer Contact programs?

As the key flagship development program, the ATA is committed to achieving the highest possible level of accreditation for all of its member organisations. Only senior contact centre industry specialists will facilitate the various workshops in the programs. All competency based assessment will be highly practical, inclusive of the latest industry trends and practices, and with direct application to the day to day operations of managing effective contact centre operations or business units.

Each subject is constantly under review to ensure that the latest industry and management trends are reflected in the curriculum. E-learning and self-paced options will provide maximum flexibility as to how participants will be able to complete their Diplomas.

4. What requirements do the ATA Diplomas have?

The completion requirements of the ATA Diploma of Management are slightly different to that of the ATA Diploma of Customer Contact. Further details are now provided.

4.1 ATA Diploma of Management

To successfully complete the ATA Diploma of Management (BSB51107) in accordance with the BSB07 Business Services Training Package, 5 core units and 3 elective units are required. One (1) unit may be selected from either a Certificate IV or Advanced Diploma qualification to complete the Diploma. The ATA has chosen the following electives and core subjects to form the foundation of this Diploma program. Further details on each subject are contained within the subject synopsis documentation.

Core Units - 5 required

BSBFIM501A Manage budgets and financial plans (2 days)	This unit describes the performance outcomes, skills and knowledge required to undertake financial management within a work team in an organisation. This includes planning and implementing financial management approaches, supporting team members whose role involves aspects of financial operations, monitoring and controlling finances, and reviewing and evaluating effectiveness of financial management processes in line with the financial objectives of the work team and the organisation.
BSBINM501A Manage an information or knowledge management system (2 days)	This unit describes the performance outcomes, skills and knowledge required to organise learning to use an information or knowledge management system and to manage the use of the system.
BSBMGT502B Manage people performance (2 days)	(integrated with BSBHRM503A) This unit describes the performance outcomes, skills and knowledge required to manage the performance of staff who report to them directly. Development of key result areas and key performance indicators and standards, coupled with regular and timely coaching and feedback, provide the basis for performance management.
BSBHRM503A Manage performance management systems (2 days)	(integrated with BSBMGT502B) This unit describes the performance outcomes, skills and knowledge required to design, implement and oversee performance management systems. It includes ongoing performance feedback strategies as well as formal performance feedback meetings. Specific intervention associated with underperformance and/or misconduct is also included.
BSBPMG510A Manage projects (1 day)	This unit describes the performance outcomes, skills and knowledge required to manage a straightforward project or a section of a larger project. This unit addresses the management of projects including the development of a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learnt for application to future projects.
BSBMGT516A Facilitate continuous improvement	This unit describes the performance outcomes, skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements.

Elective Units - 3 required

FNSICORG515A Provide mentoring and coaching within the workplace (2 days)	This unit covers the provision of mentoring and coaching within the workplace by managers or supervisors to assist in maximising the opportunity for the individual to achieve individual and organisational goals and ensure career progression within the financial services industry.
BSBAUD501B Initiate a quality audit	This unit describes the performance outcomes, skills and knowledge required to initiate and organise a quality audit with an auditee. It covers assessing the scope and objectives of a quality audit; communicating with the auditee regarding the proposed quality audit; identifying resources required to conduct the audit; and developing and submitting a quality audit plan. The types of audit may include an external or internal systems audit or process or product/service audit.
BSBAUD503B Lead a quality audit (2 days)	This unit describes the performance outcomes, skills and knowledge required to lead an audit team as they undertake a quality audit. It covers conducting entry and exit meetings; identifying and gathering relevant information; managing audit team resources; and providing feedback to audit team members on their performance. The types of quality audit that may be covered by this unit include an external or internal systems audit or process or product/service audit.
BSBHRM504A Manage workforce planning (2 days)	This unit describes the performance outcomes, skills and knowledge required to plan workforce strategies to achieve organisational goals and objectives. It includes aligning workforce objectives with business plans, analysing labour market trends and predictions, and designing strategies and succession plans to ensure a competent and appropriately diverse workforce is available to meet anticipated changes.

4.2 ATA Diploma of Customer Contact

To successfully complete the ATA Diploma of Customer Contact (BSB50307)) in accordance with the BSB07 Business Services Training Package, 6 core units and 4 elective units are required.

The ATA has chosen the following electives and core subjects to form the foundation of this Diploma program. Further details on each subject are contained within the subject synopsis documentation.

Core Units - 6 required

BSBCCO601A Optimise customer contact operations	This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes. (formerly ICTCC610A Optimise customer contact operations)
BSBINM501A Manage an information or knowledge management system (2 days)	This unit describes the performance outcomes, skills and knowledge required to organise learning to use an information or knowledge management system and to manage the use of the system.
BSBINN502A Build and sustain an innovative work environment (e-learning)	This unit describes the performance outcomes, skills and knowledge required to create an environment that enables and supports the application of innovative practice.
BSBWOR502A Ensure team effectiveness (2 days)	This unit describes the performance outcomes, skills and knowledge required to facilitate all aspects of teamwork within the organisation. It involves taking a leadership role in the development of team plans, leading and facilitating teamwork and actively engaging with the management of the organisation.
BSBMGT516A Facilitate continuous improvement	This unit describes the performance outcomes, skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements.
FNSICORG515A Provide mentoring and coaching within the workplace (2 days)	This unit covers the provision of mentoring and coaching within the workplace by managers or supervisors to assist in maximising the opportunity for the individual to achieve individual and organisational goals and ensure career progression within the financial services industry.

Elective Units - 4 required

BSBCCO603A Design and launch new customer contact facilities	This unit describes the performance outcomes, skills and knowledge required to design and establish new customer contact facilities. (formerly ICTCC621A Design and launch new customer contact facilities)
BSBAUD501B Initiate a quality audit	This unit describes the performance outcomes, skills and knowledge required to initiate and organise a quality audit with an auditee. It covers assessing the scope and objectives of a quality audit; communicating with the auditee regarding the proposed quality audit; identifying resources required to conduct the audit; and developing and submitting a quality audit plan. The types of audit may include an external or internal systems audit or process or product/service audit.
BSBAUD503B Lead a quality audit (2 days)	This unit describes the performance outcomes, skills and knowledge required to lead an audit team as they undertake a quality audit. It covers conducting entry and exit meetings; identifying and gathering relevant information; managing audit team resources; and providing feedback to audit team members on their performance. The types of quality audit that may be covered by this unit include an external or internal systems audit or process or product/service audit.
BSBCCO606A Forecast and plan using call customer contact traffic information analysis	This unit describes the performance outcomes, skills and knowledge required to effectively forecast and plan resourcing for customer contact operations.
BSBMGT502B Manage people performance (2 days)	(integrated with BSBHRM503A) This unit describes the performance outcomes, skills and knowledge required to manage the performance of staff who report to them directly. Development of key result areas and key performance indicators and standards, coupled with regular and timely coaching and feedback, provide the basis for performance management.
BSBHRM503A Manage performance management systems (2 days)	(integrated with BSBMGT502B) This unit describes the performance outcomes, skills and knowledge required to design, implement and oversee performance management systems. It includes ongoing performance feedback strategies as well as formal performance feedback meetings. Specific intervention associated with underperformance and/or misconduct is also included.
BSBFIM501A Manage budgets and financial plans (2 days)	This unit describes the performance outcomes, skills and knowledge required to undertake financial management within a work team in an organisation. This includes planning and implementing financial management approaches, supporting team members whose role involves aspects of financial operations, monitoring and controlling finances, and reviewing and evaluating effectiveness of financial management processes in line with the financial objectives of the work team and the organisation.

5. What fees are involved?

A once-only new student admission fee of $150.00 is required to secure your position in the ATA Diploma programs, and to cover enrolment processing, administration and issuing of Statements of Attainment and Diplomas.

The tuition fee per subject includes $595 for 1 day workshops; $950 for 2 day workshops; and $1395 for 4 day workshops. Self-paced or e-learning 1 day units are $495. All tuition fees are GST-exempt as the Diplomas are nationally recognised, competency based programs. Depending on the subjects chosen for each Diploma, a typical full program will cost $6800.
A 10% discount applies for upfront payments prior to each workshop which would then equate to tuition fees of $6120 for a complete Diploma program.

Fees include course tuition, assessment, course presentation slides, supplementary reading material, case studies and provision of all course materials, text books and in-class materials.

6. Why is competency based training different to the ATA’s other professional development activities?

The ATA Diploma of Management and the ATA Diploma of Customer Contact are nationally recognised programs that are aligned to the Australian Qualifications Training Framework (AQTF). Both programs involve undertaking assessment activities to ensure that the underpinning knowledge and skills of all participants are well documented and provide sufficient evidence of current competency.

The Diplomas are administered by a nationally recognised Registered Training Organisation (RTO), Customer Contact Solutions (provider number 30702), which has scope of registration to provide these qualifications.

7. Do I need to undertake the assessment activities?

It is recognised that some individuals, with the support of their employing organisation, may not wish to complete the assessment activities that form an integral part of all Diploma subjects. Even though assessment is not compulsory for each subject, it is actively encouraged.

Subjects and Schedule

Schedule for: 2010 | 2011

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