Certificate III in Customer Contact - Online
| Course Code: | BSB30207 |
| Department: | Information Communication Technology |
| Study Area(s): | Information Technology Customer Contact |
| Location(s): | Essendon, Online |
| Course Length: | Flexible (1 year) |
| Course Fees: | See our course fees section. |
| Direct Entry: | You can apply for this course directly through Kangan Institute. |
| Mid-year Entry: | This course accepts mid-year applications. |
Need more information?
Call us on 13 TAFE (13 8233)
or +613 9279 2222
Email us at enquiries@kangan.edu.au
Or fill in our feedback form
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Course overview
Certificate III has been designed to develop the skills necessary for employment within call centres, or to formalise skills of those already employed. The course covers detailed aspects of the call centre and business environment where you will learn telephone, customer service skills and telecommunications technology.
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
- Call/Contact Centre Agent
- Customer Service Representative
- Senior Customer Service Representative
- Telesales Representative
Course modules
| CORE | ||
| Module Code | Module Title | Nominal Hours |
|---|---|---|
| BSBCCO301A | Use Multiple Information Systems | 40 |
| BSBCUS301A | Deliver and Monitor a Service to Customers | 35 |
| BSBOHS301B | Apply Knowledge of OHS Legislation in The Workplace | 20 |
| BSBPRO401A | Develop Product Knowledge | 30 |
| BSBWOR203A | Work Effectively With Others | 15 |
| BSBWOR301A | Organise Personal Work Priorities and Development | 30 |
| ELECTIVE | ||
| Module Code | Module Title | Nominal Hours |
|---|---|---|
| BSBCCO304A | Provide Sales Solutions to Customers | 40 |
| BSBCMM301A | Process Customer Complaints | 30 |
| BSBMGT401A | Show Leadership in The Workplace | 50 |
| BSBSLS406A | Self-Manage Sales Performance | 40 |
| BSBWOR201A | Manage Personal Stress in The Workplace | 40 |
| FNSICCUS301B | Respond to Customer Enquiries | 25 |
What employment opportunities will I have?
This course will give you skills to work unsupervised in an administrative and customer contact support role
What skills will I have when I complete this course?
You will gain computer skills, administration, call centre, sales role and improving your personal development.
What qualifications will I receive?
When you successfully complete this course, you will be awarded the Certificate III in Customer Contact. As part of the Australian Qualifications Framework, this program is nationally recognised.
What opportunities for further studies will I have?
You may continue on to higher level studies, such as Certificate IV in Customer Contact and up to a Diploma of Customer Contact.
Can I apply?
There are no set prerequisites for this course. However it is recommended that you have satisfactory numeracy and literacy skills to undertake this course or are mature age and have sufficient work experience to successfully undertake the course.
OR
You may apply if you have satisfactorily completed VCE or an approved equivalent course and the satisfactory completion of the work requirements (eligibility to transfer); or are mature age and have sufficient work experience to successfully undertake the course. (Mature age is anyone over the age of 18 who has been out of full-time education for more than 12 months.)
How do I apply?
To apply for this course you must fill in a direct entry application form which can be obtained from the institute by calling the Nahla Fayad on 9279 2285 or email nfayad@kangan.edu.au This course runs all year and you may apply at anytime
OR
To apply for a full-time position for this course, you must apply through VTAC (Victorian Tertiary Admissions Centre). Details of the VTAC application process are available from the VTAC website at www.vtac.edu.au and in the VTAC Guide which is available from leading newsagents and libraries in August each year. Direct application will be considered once the VTAC places have been offered and there are vacancies in the course. Call the Contact Centre on 13 TAFE (13 8233) or 9279 2222 for further information or email enquiries@kangan.edu.au
OR
New Apprentices/Trainees will first need to be employed and signed up to a "Contract of training" by an Australian Apprenticeship Centre (AAC).These AAC's are located in Metropolitan and regional centres.
For locations visit http://www.australianapprenticeships.gov.au/ If this has already been done, and Kangan Institute Institute has been listed as the preferred provider on the contract of training the Institute will contact you once your contract has been registered with Skills Victoria.
If you wish to contact the Institute for further information please call the Contact Centre on 13 TAFE (13 8233) or 9279 2222.
How will I be selected for this course?
You will be interviewed either over the telephone or in person.
How long is the course?
The course spans for 12 months. It is a flexible course so you may commence and complete at your own pace.
Where and how can I study?
This course is available fully on-line and at the Flexible Learning Centre, Essendon Campus.
What costs and other fees should I expect?
Call the Contact Centre on 13 TAFE (13 8233) or 9279 2222 or email enquiries@kangan.edu.au for a fee schedule.
How will I be assessed?
A mixture of assignments and assessment will be used. This qualification is based on showing that you are competent in all parts of the course.
Additional comments
To be able to work on-line you will require the following:
Hardware:
- Minimum computer system: Pentium 3,
- Memory Size 1g,
- Broadband Internet and Email Access,
- Webcam (optional)
Software:
- Windows XP, Vista or Windows 7
- Internet Explorer 7.0 or 8.0
- Office 2007 - Word, Excel, Access and Powerpoint.,
What will I study?
Business administration and call centre support role, sales and personal development.
