Certificate IV in Customer Contact
(Online)
| Course Code: | BSB40307 |
| Department: | Information Communication Technology |
| Study Area(s): | Information Technology Customer Contact |
| Location(s): | Broadmeadows, Online |
| Course Length: | Flexible (1 year) |
| 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 contributing significantly to the support and coaching function of a qualification. This course is designed to develop highly skilled call centre operators who become the frontline staff for business and service industries.
Participants will also gain operational skills in the use of telecommunications technology and customer service skills.
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 | 40 |
| BSBMGT405A | Provide Personal Leadership | 50 |
| BSBOHS407A | Monitor a Safe Workplace | 50 |
| FNSICORG515A | Provide Mentoring and Coaching Within The Workplace | 60 |
| Total hours: | 320 | |
| 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 |
Course Fees
Are you eligible for Government Subsidised fees? Find out now!
You may be eligible for concession. Find out now!
| Government Subsidised | Fee For Service (Full fee) | |||||
|---|---|---|---|---|---|---|
| Concession | Non concession | RPL | Concession | Non concession | RPL | |
| Tuition fees | $ 188 | $ 990^ | $ 95 | n/a | $ 6,500^ | $ 3,250^ |
| Student Services & Amenities Fees | $ 32 | $ 212^ | n/a | n/a | n/a | n/a |
| Ancillary Fees | $ 26 | $ 26 | n/a | n/a | n/a | n/a |
^ Fees will not be more than stated.
* Approximate fees displayed are based on calendar year calculations. The fees apply to the units enrolled in 2012 only. Any enrolments in subsequent years will be charged at the rates applicable for that year.
* Materials fees may be required.
How to calculate fees? See the examples here.
| Tuition fee | Student Services & Amenities Fees | Ancillary Fees | Total | |
|---|---|---|---|---|
| Example 1: | A student is enrolled in a Skills Building program with 200 nominal hours. | |||
| Government subsidised (Non concession) | $1.75 x 200 = $350.00 | $0.32 x 200 = $64.00 | $26.00 | $440.00 |
| Fee-For-Service (Non concession) | $8.00 x 200 = $1,600.00 | n/a | n/a | $8.00 x 200 = $1,600.00 |
| Fee-For-Service (RPL) | $4.00 x 200 = $800.00 | n/a | n/a | $4.00 x 200 = $800.00 |
| Example 2: | A student is enrolled in a Skills Building program with 900 nominal hours. | |||
| Government subsidised (Non concession) | $1.75 x 900 = $1,575.00 but capped at the maximum of $990.00 | $0.32 x 900 = $288.00 but capped at the maximum of $212.00 | $26.00 | $1,228.00 |
| Fee-For-Service (Non concession) | $8.00 x 900 = $7,200.00 but capped at the maximum of $6500.00 | n/a | n/a | $6500.00 |
| Fee-For-Service (RPL) | $4.00 x 900 = $3,600.00 but capped at the maximum of $3250.00 | n/a | n/a | $3250.00 |
See the detailed fees structure.
What costs and other fees should I expect?
For a fee schedule, call us on 13 TAFE (13 8233) or (03) 9279 2222. Alternatively email enquiries@kangan.edu.au. There may be an extra cost for reference books and specialised materials.
What employment opportunities will I have?
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
What skills will I have when I complete this course?
You will gain computer skills, skills for administration, call centre and sales roles, leadership and coaching skills and improve on 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?
If you wish to apply for this course, you must obtain an application form from the Institute. Call us on 13 TAFE (13 8233) or email enquiries@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 AACs are located in metropolitan and regional centres.
For locations visit http://www.australianapprenticeships.gov.au/. If this has already been done and Kangan 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.
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 (calendar year). It is a flexible course so you may commence and complete at your own pace.
You can enrol into this course anytime during the year -
Any units incomplete for the course will need to be re-enrolled (and paid for) in the following year (Trainees have their own agreed timeframe).
Where and how can I study?
This course is available fully on-line and at the Flexible Learning Centre, Broadmeadows Campus.
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
This course has a mid-year entry.
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?
You will learn skills suitable for business administration and call centre roles, leadership, coaching and mentoring, sales and personal development.
