Call Centres - Certificate II (317)
Training Package
ICT97 Telecommunications
Qualifications
ICT20499 Certificate II in Telecommunications (Call Centres)
This
product has been noted
(endorsed) by the National Training
Quality Council
(NTQC).
Availability
This Toolbox is completed and can be purchased from Technical and Vocational Education and Training (TVET) Australia Limited.
Description
This Toolbox supports the Certificate II in Telecommunications (Call Centre). The Toolbox is set in the ‘virtual’ Bushland Blooms Customer Contact Centre. This is a medium size Customer Contact Centre dealing with inbound customer queries and outbound calls, including telemarketing. Bushland Blooms supplies gardening products and services, both to retailers and the general public. Coach Kim and Buddy Ben are there to help students work through the activities, just as trainers or coaches would in the workplace.
Collaborative learning is a key feature of this Toolbox. Wherever possible activities encourage interaction between student/teacher and student/student using the bulletin board, e-mail and chat tools. Suggestions for team and/or role play activities are included. These can take place either using the telephone, online, or in a face to face or workplace training environment.
This Toolbox is available in two versions on CD-ROM:
- Registered Training Organisation CD-ROM (including a Teacher’s guide).
- Learner CD-ROM including all learning content only – for distribution to learners with internet access/bandwidth problems.
Competencies
Core units
ICTTC200A Use telecommunications technology in receiving incoming
and making outgoing calls in the call centre environment.
ICTTC201A Use basic computer technology to process enterprise
and customer data in a call centre environment.
ICTTC202A Use specific enterprise systems to satisfy customer
requirements.
ICTTC204A Provide quality customer service.
ICTTC213A Provide support and assistance to customers on matters
relating to particular product/services.
Elective units
ICTTC206A Respond to inbound calls relating to a specific marketing
campaign.
ICTTC207A Conduct outbound telemarketing campaign.
ICTTC210A Process sales of limited product/service from incoming
calls.
ICTTC219A Resolve complaints dealing with specific product/service.
Purchase this Toolbox
This Toolbox is available for purchase from TVET Australia Limited (formerly ATP).
To place an order:
You can place an order online via this Product Page.
or
Phone: (03) 9832 8188
Fax: (03) 9832 8199
Email: sales@tvetaustralia.com.au
(Please quote the following product code: 9997T03E)
Teacher's Guide
Download the Teacher's Guide for the Call Centres - Certificate II (Word - 480 KB).
Information Sheet
Download the information on this page as a PDF.
Download the Information Sheet for Call Centres - Certificate II (PDF - 70 KB)
