Certificate III in Customer Contact

Course Overview

In order to retain customers and increase the level of professionalism in a Customer Contact environment, representatives require a high standard of training. Call Centre employees require skills in customer service, customer support, effective team skills and reporting. They need to also learn to manage personal work priorities and establish effective work relationships. The Certificate III in Customer Contact qualification has a range of subject options to enable businesses to select the skills and knowledge that their staff would benefit from training in. It suits new employees, and those with more experience but who have specific training needs.This flexibility with subject choice makes this qualification one that can be tailored for most contact centre types and job roles. 

Course Suitability

The job roles that may suit this course include:

 Call Centre Consultants

 Telemarketers

 Help Desk Operators

 Customer Service Officers

 Outbound Consultants

 Booking Agents

Enrolment Options

This qualification is available in most states as a government funded Traineeship enrolment* *Subject to eligibility in your state. 

The qualification is also available for individual students to enrol on a private basis.

Employers can also directly enrol staff where Traineeship enrolment is not suitable.  

Course Duration

The qualification is timetabled to be completed in one year over a 26 week period, with students required to mail assignments to the College at regular intervals. 

Regular study of approximately 2 hours per week, in conjunction with on-the-job practice of the skills covered in the course would normally be required to successfully complete this qualification. 

The timetable can be extended to a longer period subject to maximum timeframes set in each State for Traineeship enrolments (generally 12 months).

Students can complete as early as they like – as they study at their own pace.

Enrol at any time as the College has continuous courses all year round.

Course Benefits

The qualification offers:

 cost effective ways for employers to up-skill staff

 access to Traineeship Incentives

 flexible methods of delivery 

 structured, high quality training

 wide range of subjects that allow tailoring to individual business and employee needs

College Trainers and Materials

Each student will have a dedicated College Training Manager to provide immediate assistance and support.

The College Trainers all have “real life” experience in the areas that they train in, and so have the expertise and skills to provide effective student and employer support.

The course materials are delivered in separate “modules” or workbooks. Each module concentrates on a specific theme, and may cover a number of “units of competency” (these are the “national standards” that apply to the qualification).

The College course material is easy to read and understand and is kept up to date with current business practices and relevant legislation.

Students are issued a Course Folder to keep their course material organised.

Course Delivery

Course can be delivered in a range of delivery modes based on the most suitable mode for the circumstances:

workbook / correspondence 

on-line learning

class room learning

In some situations the mode will be a mix of these options.

Workbook modules are designed so that students can use small periods of time to “study”. This makes the course achievable even in a busy contact centre – with small periods of time between calls being able to be used effectively.

Entry Requirements

To complete this course you must have average levels of English literacy, access to Call Centre technology and basic PC skills.

You must also demonstrate average English verbal communication skills as applicable to acustomer contact environment.

Course Subjects and Electives

The qualification includes the following core modules:

Call Centre Information Systems

Achieving Work Priorities

Safety at Work

Customer Service Excellence

In-depth Product Knowledge

The qualification includes the following elective modules:

Provide a Sales Solution to Customers

Resolving Customer Complaints

Develop Work Teams

Telemarketing

Introduction to Loans Products

Meetings, Conferences and Travel

Business Networks

Other electives are available as additional modules subject to identified workplace needs.

For example the following electives would suit a Contact centre that supports IT Help desks:

Locate and Action Faults

Maintain computer Equipment

Qualification & Career Pathway

This is a nationally accredited, formal qualification recognised as part of the Australian Qualifications Framework.

After completion of this qualification you have a range of opportunities to continue your studies at Certificate IV level:

Frontline Management

Business

Business Administration or continue with Customer Contact

Career paths include opportunities as:

Senior Consultants

Supervisors

Floor Managers

Senior Telemarketers

Team Leaders

Call Centre Managers

Analysts

Senior Consultants

Help desk Operators

*Eligibility of employers for traineeship incentives, and the amount of incentives available, will be assessed and determined by an Australian Apprenticeships Centre. Eligibility and incentives will vary depending on the characteristics of the employee, the training course chosen and successful completion of the course by the employee.