Call Centre Customer Contact (418)
ICT20102 Certificate II in Customer Contact
ICT30102 Certificate III in Customer Contact
ICT40102 Certificate IV in Customer Contact
product has been noted
(endorsed) by the National Training
Quality Council (NTQC).
This Toolbox is available for purchase.
The Toolbox provides online training for students interested in entering the Customer Contact Centre industry. The Toolbox covers eight units of competency in Certificate III in Customer Contact - one core unit and seven electives, focussing on the customer service aspects of the industry. As in the Certificate II Toolbox, this Toolbox is set in the "virtual" Bushland Blooms Customer Contact Centre. This is a medium sized customer contact centre dealing with inbound and outbound calls, including telemarketing. Bushland Blooms supplies a range of garden products and services, both to retailers and the general public. Students assume the role of an agent in the Customer Contact Centre. Activities are based around a set of real life problems for the student to resolve, with the aid of a supporting framework of information that includes the Agent Support Manual, industry experts, industry magazines and an extensive bank of audio files.
The Teacher/Trainer/Facilitator has a prominent role in managing the learning of students. Collaborative learning is a key feature and activities encourage interaction between the student/teacher and the student/student by utilising email, the bulletin board or a chat room. There is scope for flexibility with team or role/play activities that can be conducted using the telephone, online or in a face-to-face or workplace training environment.
ICTCC320A Use multiple information systems
ICTCC330A Manage customer relationships
ICTCC340A Conduct a telemarketing campaign
ICTCC341A Provide sales solutions to customers
ICTCC352A Resolve complex customer complaints
ICTCC270A Conduct data collection
ICTCC101A Communicate effectively in a customer contact centre
ICTCC231A Fulfil customer requests
To place an order download the Toolbox order form (Word 670KB) and fax or post it to eWorks.
437 St Kilda Road
MELBOURNE VIC 3004
This guide is divided into the following sections:
- A general overview of the Toolbox, the competencies covered, the underpinning ideas, and the target audience.
- Key features, such as the metaphor and resources provided to enhance the learning, the teacher’s role, and assessment.
- Using the Toolbox.
- Unit overviews and activities containing specific information about each unit.
Download the Teacher's Guide for Call Centres – Customer Contact (Word - 1.03 MB).