Certificate III in Customer Contact

This course aims to develop highly skilled contact centre operators who become the frontline staff for business and service industries. All training involves practical, live experience in our contact centre training facility in addition to the theoretical and simulated learning applications.

Duration:
Eighteen months.

Course Structure:
Fourteen units of competency are required to attain the Certificate III in Customer Contact qualification. After successful completion of the Certificate III, students may progress to the Certificate IV in Customer Contact.

Units of Study:
Eight core units must be selected from:
ICTCC100A Follow Occupational health & safety policy and procedures
ICTCC101A Communicate effectively in a customer contact centre
ICTCC110A Work in a Customer Contact Centre Environment
ICTCC111A Respond to inbound customer contact
ICTCC112A Conduct outbound customer operations
ICTCC120A Use basic computer technology
ICTCC121A Use an enterprise information system
ICTCC130A Provide quality customer service

Seven elective units must be selected from:
ICTCC300A Organise work priorities and development
ICTCC301A Manage workplace relationships in a contact centre
ICTCC320A Use multiple information systems
ICTCC330A Manage customer relationships
ICTCC340A Conduct a telemarketing campaign
ICTCC341A Provide sales solutions to customers
ICTCC351A Negotiate with customers on major faults
ICTCC352A Resolve complex customer complaints
ICTCC360A Process high risk credit applications
ICTCC361A Process complex accounts, service severance and defaults

Career Opportunities:
Contact centre operators at the entry level with the potential to become supervisors or team leaders through additional training and study.

More Information:
For more information, please contact us on (08)8400 6202, or email us.

 

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