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BSB30207

Certificate III In Customer Contact

1. Overview

The Certificate III in Customer Contact has been specifically developed for customer service professionals who wish to gain a formal qualification in this field.  It is a nationally recognised qualification that applies to all types of work activities within Customer Service and Contact Centres including both inbound and outbound sales and service, market research, billing and credit management.

It is a practical, hands-on program, which provides participants with a wide range of skills and knowledge to work effectively within a customer service and contact centre environment.

This skills gained in this course include using multiple technologies, team skills; resolving difficult situations; taking responsibility for the outcomes of customer contact and ultimately, providing a higher level of customer service. Generally, the individual will be working in a team but may manage their own work under guidance. Key competencies covered include:

• Providing multiple specialised services to customers such as complex sales and service, and advice for a range of products or services, handling difficult customer situations and fault enquiries, and deployment of field service staff.
• Using multiple technologies such as telephony, Internet services and face-to-face contact. 
• Providing a limited amount of leadership to less experienced team members.

2. Benefits of Undertaking This Program

Many Customer Service areas and Contact Centres are undertaking certificate training in order to realise a number of key benefits, which include the following:

•  Possible reduction in staff attrition due to the Certificate program being conducted over a 12 month period and often contributing to a more stable workforce;
• Customer Service Officers (CSOs) and team leaders themselves seeking recognition of training and recognition of prior learning;
• The ability to “map” across existing induction training or ongoing training into various Units of the Certificate program; and
• Organisations may be eligible for Federal Government funding of up to $4,000 per traineeship; and pay-roll tax exemption.

Overall, a key benefit of undertaking the Certificate III in Customer Contact often leads to increased skill levels of staff, and ultimately, increased levels of sales, service and customer satisfaction.

3. Course Requirements

In order to successfully complete the Certificate III in Customer Contact, in accordance with the BSB07 Business Services Training Package Assessment Guidelines, the completion of 6 core units and 6 elective units are required. When elective units are being substituted from other Training Package qualifications up to 2 electives may be selected from Certificate II or Certificate IV qualifications.

Based on industry requirements, the following core and elective Units have been selected to make up the requirements of a complete program.

 Core Units

BSBCCO301A Use multiple information systems	This unit describes the performance outcomes, skills and knowledge required to effectively use multiple information systems to research information and records, and to maintain up to date customer information. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
BSBCUS301A Deliver and monitor a service to customers	This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
BSBPRO401A Develop product knowledge	This unit describes the performance outcomes, skills and knowledge required to develop product knowledge in preparation for the sales process. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
BSBWOR203A Work effectively with others	This unit describes the performance outcomes, 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. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. (integrated with BSBIND101A)
BSBWOR301A Organise personal work priorites and development	This unit describes the performance outcomes, skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance, and to maintain required levels of competence. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Elective Units

BSBCCO202A Conduct data collection	This unit describes the performance outcomes, skills and knowledge required to collect primary data for market research and opinion poll research activities by telephone or similar means. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement
BSBCMM301A Process customer complaints	This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. (integrated with BSBWOR201A)
BSBIND101A Work effectively in a contact centre	This unit describes the performance outcomes, skills and knowledge required to assimilate into the operations of a customer contact centre. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. (integrated with BSBWOR203A)
BSBITU101A Operate a personal computer	This unit describes the performance outcomes, skills and knowledge required to start up a personal computer or business computer terminal; to correctly navigate the desktop environment; and to use a range of basic functions. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
BSBINN301A Promote innovation in a team environment	This unit describes the performance outcomes, skills and knowledge required to be an effective and pro active member of an innovative team focusing what makes for an innovative team, what keeps it working well, how the structure of work can make a difference and what skills and knowledge are needed to maximise opportunities for innovation.
BSBMGT403A Implement continuous improvement	This unit describes the performance outcomes, skills and knowledge required to implement the organisation\'s continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.
FNSICSAM301A Identify opportunities for cross-selling products and services	This unit encompasses the competencies required to identify cross-selling opportunities and sell the identified products or services to customers. (This unit replaces FNARFS16A, FNAPTA06A and FNAPTA15A)

Units BSBCCO301A and BSBITU101A are assessed on the job.

4. Format of the Qualification

The Certificate III in Customer Contact is typically completed over a 6 to 9 month time frame. A combination of off-the-job workshops and on-the-job assessments together with portfolio evidence to verify consistent performance in the workplace, are the main training and assessment strategies utilised for this qualification.

5. Funding and Investment Considerations

At present, there is Federal Government funding available of $4,000 for new staff who do not have any equivalent qualifications at this level, are employed on a permanent basis, and are signed up to a traineeship within 3 months from the date of commencement of their employment for full-time staff and within 12 months for part-time staff. In addition, existing employees may be eligible under the 7 year rule which allows them to upgrade their qualifications provided that the completion of another program was undertaken more than 7 years ago in a different field.

In-house, customised programs are available as well as licensing options for a number of core and elective Units that can be incorporated into existing in-house induction programs.

6. Recognition of Prior Learning and Experience

Any relevant courses and experience will be matched against all of the elements of competency for each Unit, and credit given for those elements and standards already achieved. Evidence of competency can be certificates, examples of work, statements from employers/managers or verbal explanations.

If you believe that you may be eligible to apply for Recognition of Prior Learning (RPL) for some units, please contact us to discuss eligibility and the possible fees involved.

7. Money Back Guarantee

We offer a full refund of fees to any participant who is not satisfied with our training program, highlighting our confidence and expertise in being able to help people learn effectively with application to the workplace.

8. Further Information

Take control of your future today. Contact Customer Contact Solutions Pty Ltd on(07) 3844 5545 for more details and to discuss how the Certificate III in Customer Contact can work for you.

Subjects and Schedule

Schedule for: 2012 | 2013

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