Certificate IV in Customer Contact - Online
| Course Code: | BSB40307 |
| 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
The Certificate IV in Customer Contact is suitable for participants who are in a team
contribute significantly to the support and coaching function of a qualification is designed to develop highly skilled call centre operators who become the frontline staff for business and service industries.
Operations with participants gaining skills in the use of telecommunications technology and customer service skills.
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification might include:
Analyst
Quality Assurance Coordinator or Manager
Scheduler
Subject Matter Expert/Coach
Team Leader
Course modules
| CORE | ||
| Module Code | Module Title | Nominal Hours |
|---|---|---|
| BSBCCO402A | Gather, Collate and Record Information | 40 |
| BSBCUS401A | Coordinate Implementation of Customer Service Strategies | 40 |
| BSBLED401A | Develop Teams and Individuals | 40 |
| BSBMGT403A | Implement Continuous Improvement | 50 |
| BSBMGT405A | Provide Personal Leadership | 50 |
| BSBOHS407A | Monitor a Safe Workplace | 50 |
| FNSICORG515A | Provide Mentoring and Coaching Within The Workplace | 60 |
| ELECTIVE | ||
| Module Code | Module Title | Nominal Hours |
|---|---|---|
| BSBHRM402A | Recruit, Select and Induct Staff | 50 |
| BSBINM401A | Implement Workplace Information System | 40 |
| BSBINN301A | Promote Innovation in a Team Environment | 40 |
| BSBPMG407A | Apply Risk Management Techniques | 40 |
| BSBSLS502A | Lead and Manage a Sales Team | 60 |
| BSBWOR401A | Establish Effective Workplace Relationships | 50 |
What employment opportunities will I have?
This course will give you skills to work in a supervision 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, leadership, coaching and improving your personal development.
What qualifications will I receive?
When you successfully complete this course, you will be awarded the Certificate IV 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 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 application form which can be obtained from the institute by calling the Nahla Fayad on 9279 2385 or email nfayad@kangan.edu.au This course runs all year and you may apply at anytime
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 Batman 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 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?
Contact the Contact Centre on 13 TAFE (13 8233) or enquiries@kangan.edu.au for a fee schedule. There may be extra costs for reference books, protective clothing or specialised materials.
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
- Office 2007 - Word, Excel, Access and Powerpoint
What will I study?
business administration and call centre role, Leadership, coaching and mentoring, sales and personal development
