ICT40102

Certificate IV in Customer Contact

Overview

This course has been designed for people who want to contribute significantly to the proceedings of a customer contact operation, with performance in a broad range of skilled applications and substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others.  This qualification provides a range of competencies for people to manage one or more aspects of the customer contact operation which may include people management, technology management, financial management and/or operations management.

Designed for

Customer service representatives who are being groomed for a leadership position, senior call centre/customer contact officers, team leaders, supervisors or call centre managers.

Course Outcomes

This course will provide participants with the knowledge and skill to:

·         Analyse and plan approaches to technical problems or management requirement

·         Gain the skills to effectively manage workplace and existing customer relationships

·         Learn how to plan and organise their team

·         Learn how to provide complex sales solutions to customers

·         Act as a catalyst in the implementation of change and innovation

·         Collect and evaluate information that can be applied in the sales or service process

·         Evaluate and analyse current practices and develop new practices

·         Demonstrate the ability to provide effective leadership through the management of people, information, operations and resources to achieve business objectives in a team-based environment

Course Structure

      A total of 15 units of competency must be completed.

Recognition of Prior Learning (RPL)

A formal process for recognising skills and knowledge, RPL takes into account previous studies you may have completed as well as life and work experiences. You may be granted credits or exemptions for some units in this course.

Click here for more information on RPL

Qualifications and Recognition

Upon successful completion of this course students will receive a Certificate IV in Customer Contact.

This qualification is recognised nationally under the Australian Qualifications Framework (AQF).

Where to Next

·         Certificate IV in Business

·         Certificate IV in Business Administration

·         Certificate IV in Business (Frontline Management)

·         Diploma in Business (Frontline Management)

Arrow provides tailored training programs.  Our training needs analysis helps companies to identify the right training and development programs which maximise the benefits of learning and optimise the performance in the workplace. 

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Please call 1300   73  79  77   for more information