Customer Contact
Telecommunications Training Package: Customer Contact
This traineeship is designed to provide a range of relevant business skills for those working in a call centre environment or dealing with any customer service related matters via the telephone. Many businesses or organisations today posses some type of customer contact department within their organizational structure. In general this targeted traineeship deals with communication, customer service, conflict resolution, sales and teamwork to further build your customer service skills BSIL Southern Edge can tailor the program to make it relevant to your trainee/s needs and business objectives.
The benefits to your business are:
- Increased staff retention rates, which leads to;
- Measurable reductions in recruitment costs, administration expenses and internal training costs; - Improved customer relationships and experience, increasing profits from new and existing customers.
- Opportunities for staff career development which leads to;
- Increases in staff morale and commitment;
- Increases in staff problem solving capacities and;
- Increases in productivity. - Nationally recognised certificate qualification that enhances career development.
- Broad range of topics customisable to the needs of individual enterprises
- Range of training appropriate for new entrants to experienced team leaders and managers
- Pro-active environments that make the enterprise appealing to existing and potential new clients.
- Strong emphasis on learning on the job
- Use of recognition of prior learning so that people only complete the training they need
- Greater responsiveness to market changes and demands creating;
Staff suitable to undertake the training may include:
- Customer Service Representative
- Telemarketing Representative
- Call Centre Team Leader
- Customer Contact Manager
- Sales Representatives
- Receptionist
Certificate II in Customer Contact
This course is appropriate for a range of roles within a call centre type environment. It covers training in the following: receive calls, use common call centre telephone and/or computer technology, enter and retrieve data, work in a team, manage own work under guidance. It provides for at least one specialised service to customers such as sales and advice for products or services, complaints or fault enquiries or data collection for surveys.
9 units are required for this qualification; 7 core units and 2 elective units.
Core Units
- Follow Occupational Health and Safety policy and procedures
- Communicate effectively in a customer contact centre
- Work Effectively in a contact centre environment
- Respond to inbound customer contact, or
- Conduct outbound contact operations - Use basic computer technology
- Use an enterprise information system
- Provide quality customer service
Electives
- Fulfil customer requests
- Process sales
- Receive and action customers fault reports
- Resolve customer complaints
- Process low risk credit applications
- Process basic customer account enquiries
- Conduct data collection
Certificate III in Customer Contact
This qualification is suitable for a range of roles within a customer contact operation and covers: receive calls, use common call centre and/or computer technology, enter and retrieve data, work in a team, manage own work under guidance. It covers performing a number of functions within a customer contact operation requiring a diversity of competencies including; providing multiple specialised services to customers such as complex sales and service, providing advice for a range of products and services, dealing with difficult complaint and fault inquiries, deployment of service staff, using multiple technologies such as telephony, Internet services and face to face contact and providing a limited amount of leadership to less experienced employees.
14 units are required for this qualification; 5 core (as per Certificate II) and 7 elective units.
Core Units
- Follow Occupational Health and Safety policy and procedures
- Communicate effectively in a customer contact centre
- Work Effectively in a contact centre environment
- Respond to inbound customer contact, or
- Conduct outbound contact operations - Use basic computer technology
- Use an enterprise information system
- Provide quality customer service
Elective Units
- Send and retrieve information over the Internet using browsers and email
- Organise work priorities and development
- Manage workplace relationships in a contact centre
- Use multiple information systems
- Manage customer relationships
- Deploy customer service field staff
- Conduct a telemarketing campaign
- Provide sales solutions to customers
- Negotiate with customers on major faults
- Resolve complex customer complaints
- Process high risk credit applications
- Process complex accounts, service severance and defaults
Certificate IV in Customer Contact
This qualification is suitable for team leaders or supervisors and covers core customer contact operations skills. People are expected to work with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters. They provide leadership in either a team leader role or as a coach, mentor or senior staff member. Performs a number of functions within a customer contact operation requiring a diversity of competencies including: providing services to customers involving a high level of product or service knowledge, often autonomously acquired, using multiple technologies such as telephony, Internet services and face to face contact, taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or disconnection of service or customer dissatisfaction.
15 units are required for this qualification; 7 core units 8 elective units.
Core Units
- Follow Occupational Health and Safety policy and procedures
- Communicate effectively in a customer contact centre
- Work Effectively in a contact centre environment
- Respond to inbound customer contact, or
- Conduct outbound contact operations - Use basic computer technology
- Use an enterprise information system
- Provide quality customer service
Elective Units
- Lead operations in a contact centre
- Monitor safety in a contact centre
- Implement continuous improvement in a contact centre
- Lead innovation and change in a customer contact centre
- Administer customer contact telecommunications technology
- Implement customer service strategies in a contact centre
- Implement information systems in a contact centre
- Acquire product or service knowledge
- Gather, collate and record information
- Analyse information
- Provide leadership in a contact centre
- Lead teams in a contact centre
- Develop teams and individuals in a contact centre
Certificate III / IV in Customer Contact
A complete suite of e-Learning skills and customer contact training for agents and team leaders.
Aframe e-Learning courseware for Certificate III and IV in Customer Contact offers advantages over the conventional approach of only instructor led training. Presenting instructional material in a high quality, visually stimulating manner heightens the learner's engagement and increases their interest in the content. Unlike instructor led training where practical experience is difficult to replicate, online learning can simulate real work conditions and situations.
Upon successful completion each student will receive a nationally recognised certificate in: BSB30207: Certificate III in Customer Contact. SalesForce currently enrols, trains, assesses and completes over 1600 students in Certificate III and IV in Customer Contact annually. In addition to the nationally accredited training, SalesForce delivers tailored development workshops to over 5000 students within SalesForce contact centres and to over 2000 students within the wider Salmat Group.
For more information on this program, please visit our BSB30207: Certificate III in Customer Contact website.