This course develops higher level skills to work in a call centre. Study areas include
telephony, call centre computing, customer service, information systems and telemarketing.
A Call or Contact Centre is an organisational unit that acts as a focal point for communication
between organisations and customers using live voice telephony and/or information
technology to meet service purposes.
Part-time: 1.5 years
No formal requirements. Must be working in a call centre. Basic English and numeracy skills
Use multiple information systems
This unit covers the skills and knowledge required to effectively use multiple information
systems to research information and records, and to maintain up to date customer
Deliver and monitor a service to customers
This unit covers the skills and knowledge required to identify customer needs and monitor
service provided to customers
Apply knowledge of OHS legislation in the workplace
This unit covers the skills and knowledge required to apply understanding of the occupational
health and safety (OHS) legal framework in the workplace. It includes determining relevant
legislation and contributing to any actions to ensure compliance with OHS legislation, codes
and standards is achieved
Develop product knowledge
This unit cover the skills and knowledge required to develop product knowledge in
preparation for the sales process
Work effectively with others
This unit covers the skills and knowledge required to work in a group environment promoting
team commitment and cooperation, supporting team members and dealing effectively with
issues, problems and conflict.
Organise personal work priorities and development
This unit covers the skills and knowledge required to organise own work schedules, to
monitor and obtain feedback on work performance, and to maintain required levels of
Specialty elective units also need to be completed
Certificate III in Customer Contact is appropriate for a Customer Contact Operator working
as a Telemarketing Representative.