Call Centre Faults, Credit, Enquiries (417)
Training Package
ICT02 Telecommunications
Qualifications
ICT20102 Certificate II in Customer Contact
ICT30102 Certificate III in Customer Contact
ICT40102 Certificate IV in Customer Contact
This
product has been noted
(endorsed) by the National Training
Quality Council
(NTQC).
Availability
This Toolbox is available for purchase.
Description
The Customer Contact Centre Toolbox covers underpinning competencies from Certificate II, III, and IV. The target audience for the Toolbox includes new agents entering the Call Centre Industry, experienced agents attempting to further develop their skills and experienced Team Leaders.
The learners are presented with the content through a series of 11 customer learning scenarios at B&B Online: an online Bed & Breakfast provider. Learners adopt the role of either a contact centre agent or assistant/team leader to assist virtual clients through a series of tasks and activities or undertake tasks/activities relating to team leader duties. The activities in the Toolbox have been designed to encourage collaboration between learners. There are also a number of assignments that students can complete to demonstrate their comprehension of the subject matter to a teacher or workplace supervisor.
Competencies
ICTCC251A Receive and action customer fault reports
ICTCC351A Negotiate with customers on major faults
ICTCC260A Process low risk credit applications
ICTCC360A Process high risk credit applications
ICTCC261A Provide basic customer account enquiries
ICTCC361A Process complex accounts, service severance and defaults
ICTCC200A Follow OHS policy and procedures
ICTCC331A Deploy customer service staff
ICTCC471A Acquire product or service knowledge
ICTCC472A Gather, collate and record information
ICTCC473A Analyse information
Purchase this Toolbox
To place an order download the Toolbox order form (Word 670KB) and fax or post it to eWorks.
eWorks
Level 5
437 St Kilda Road
MELBOURNE VIC 3004
Tel: +61 3 9661 8700
Fax: +61 3 9661 8799
Email: enquiries@eworks.edu.au
Web: www.eworks.edu.au
Teacher's Guide
The Teacher's Guide provides teachers and trainers with information and advice for obtaining maximum value from the Customer Contact Centre Toolbox. Where the term ‘teacher’ is used, it refers to both University and TAFE teachers and industry trainers.
Download the Teacher's Guide for Call Centres – Faults, Credit, Enquiries (Word - 252 KB).
Information Sheet
Download the information on this page as a PDF.
Download the Information Sheet for Call Centres – Faults, Credit, Enquiries (PDF - 58 KB)
