Cert III Customer Contact

 

Cert III in Customer Contact (Call Centres)

Course code:

ICT30102

Course aim:

The aim of this course is to identify the learners' existing skills and develop them through training to the point where they can be formally recognised at a national level in the program Certificate III in Customer Contact.

Qualifications & recognition:

Upon successful completion of this course students are eligible to receive the Certificate III in Customer Contact. Learners who successfully complete the resource requirements may continue to study programs such as Certificate IV in Customer Contact, Diploma of Customer Contact Leadership, and Advanced Diploma of Customer Contact Management.

Course duration:

18 months

How to apply:

Contact the Didasko Learning Institute on the numbers below.

Assessment:

Assessment is based on competency: ability to perform specific skills. Your assessment may include practical demonstrations (conducted in the workplace or simulated workplace conditions), worksheets, oral presentations, interviews, case studies, projects, group work and written assessments.

Contact:

Contact the Didasko Learning Institute for more information on (03) 9573 3999 or (02) 9687 0621.

Units of competence include:

Unit code

Unit title
ICTCC300A
Organise work priorities and development
ICTCC301A
Manage workplace relationships in a contact centre
ICTCC330A
Manage customer relationships
ICTCC340A
Conduct a telemarketing campaign
ICTCC351A
Negotiate with customers on major faults
ICTCC260A
Process low risk credit applications
ICTCC270A
Conduct data collection
ICTCC352A
Resolve complex customer complaints

Cert IV Customer Contact

Cert IV in Customer Contact

Course code:

ICT40102

Course aim:

The aim of this course is to identify the learners' existing skills and develop them through training to the point where they can be formally recognised at a national level, in the program Certificate IV in Telecommunications (Call Centres).

Qualifications & recognition:

Upon successful completion of this course students are eligible to receive the Certificate IV in Telecommunications (Call Centres).

Course duration:

2 years

How to apply:

Contact the Didasko Learning Institute on the numbers below.

Assessment:

Assessment is based on competency: ability to perform specific skills. Your assessment may include practical demonstrations (conducted in the workplace or simulated workplace conditions), worksheets, oral presentations, interviews, case studies, projects, group work and written assessments.

Contact:

Contact the Didasko Learning Institute for more information on (03) 9573 3999 or (02) 9687 0621.

Units of competence include:

Unit code

Unit title
Group 1 Common Core
ICTCC100A
Follow Occupational Health and Safety policy and procedures
ICTCC101A
Communicate effectively in a customer contact centre
ICTCC110A
Work effectively in a contact centre environment
ICTCC111A
Respond to inbound customer contact
ICTCC112A
Conduct outbound contact operations
ICTCC120
Use basic computer technology
ICTCC121A
Use an enterprise information system
ICTCC130A
Provide quality customer service
Group 4 Electives
ICTCC410A
Lead operations in a contact centre
ICTCC411A
Monitor safety in a contact centre
ICTCC412A
Implement continuous improvement in a contact centre
ICTCC413A
Lead innovation and change in a customer contact centre
ICTCC420A
Administer customer contact telecommunications technology
ICTCC431A
Implement customer service strategies in a contact centre
ICTCC470A
Implement information systems in a contact centre
ICTCC471A
Acquire product or service knowledge
ICTCC472A
Gather, collate and record information
ICTCC473A
Analyse information
ICTCC480A
Provide leadership in a contact centre
ICTCC481A
Lead teams in a contact centre
ICTCC482A
Develop teams and individuals in a contact centre