The Toolbox is a collection of activities, suggested learning strategies and resources to support the Certificate III in Telecommunications (Customer Contact Centre).

A virtual company, Bushland Blooms, is the focus of the Toolbox. The learner assumes the role of an agent in the customer contact centre there and completes activities that replicate the role of a real customer contact centre agent. This provides the student with opportunities to gain the knowledge and skills essential to meet the requirements of the Training Package.

You can choose units of competency to study or take the Welcome Tour.

Each of the eight units has a clearly defined purpose, and the learner completes a series of tasks which shows them clearly how to carry out an activity.

For example, in the activity Conduct a Telemarketing Campaign, students listen to an audio of an agent who is struggling to meet his sales targets. In Part One students are asked to provide feedback on the agent's performance, and in Part Two they write a script demonstrating how they think the call should have been handled.

Students have the choice of attempting the activity immediately, or after making use of a range of supporting resources.

The Teacher Guide describes each of the eight units in detail. This extract explains the key features of the toolbox, the options for study, and how assessment is carried out.

The Toolbox is designed to promote collaboration between students and the online teacher. In addition, an extensive range of resources has been provided to support the activities. In this way information and experiences can be shared and a strong online learning community established.

For example in the Conduct a Marketing Campaign activity:

• Students may work together to prepare a campaign brief/contact guide and inbound and outbound scripts for a campaign of their own
• Students may work in pairs to role play conducting a campaign.

Resources are found in two locations, the Intranet and Resources. These can be accessed from the activity page.

The Intranet contains material directly relevant to Bushland Blooms.

The Resources section includes complementary information and tutorials to extend and practice knowledge and skills.

Resources

Read about the Basics of Word Processing

Find out something about Mentoring and Coaching

Read about Email Protocol!

This extract from the Teacher Guide describes how you can change resources and webpages in the toolbox to suit your own teaching needs.

Non-Verbal Communication
Pictures of what's okay and what's not okay - with explanations.

National Privacy Principles
Test what you know about privacy laws in Australia!