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BSB40307

Certificate IV In Customer Contact

1. Overview

The Certificate IV in Customer Contact has been developed for Contact Centre staff at the Team Leader level, senior consultants or for experienced teleprofessionals wishing to gain formal qualifications in this field. It is a nationally recognised qualification that applies to all types of work activities within 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 contact centre environment.

2. Course Units

In order to successfully complete the Certificate IV in Customer Contact, 13 units are required, consisting of seven (7) core units and six (6) elective units, with up to two (2) that can be selected from the Certificate III or Diploma qualifications.

Core Units

BSBOHS407A Monitor a safe workplace	This unit describes the performance outcomes, skills and knowledge required to implement and monitor the organisation\'s occupational health and safety (OHS) policies, procedures and programs in the relevant work area to meet legislative requirements.
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.
BSBCUS401A Coordinate implementation of customer service strategies	This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
BSBLED401A Develop teams and individuals (2 days)	This unit describes the performance outcomes, skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
BSBMGT405A Provide personal leadership	This unit describes the performance outcomes, skills and knowledge required to display high levels of personal leadership and to be a role model within the work environment. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
FNSICORG515A Provide mentoring and coaching within the workplace (2 days)	This unit covers the provision of mentoring and coaching within the workplace by managers or supervisors to assist in maximising the opportunity for the individual to achieve individual and organisational goals and ensure career progression within the financial services industry.

Elective Units – Choose 6

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.
BSBCMM401A Make a presentation	This unit covers the performance outcomes, skills and knowledge required to prepare, deliver and review a presentation to a target audience.
PSPPM402B Manage simple projects	This unit covers management of generally low risk projects that may be small scale and managed by one person or a person with a small team. It includes implementing project start-up activities, coordinating project implementation, monitoring the project and arranging follow up activities.
BSBWOR404A Develop work priorities	This unit describes the performance outcomes, skills and knowledge required to plan one\'s own work schedules, to monitor and to obtain feedback on work performance and development. It also addresses the requirement to take responsibility for one\'s own career planning and professional development.
BSBWOR401A Establish effective workplace relationships	This unit describes the performance outcomes, skills and knowledge required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation.
BSBWOR402A Promote team effectiveness	This unit describes the performance outcomes, skills and knowledge required to promote teamwork. It involves developing team plans to meet expected outcomes, leading the work team, and proactively working with the management of the organisation.
BSBMGT502B Manage people performance (2 days)	(integrated with BSBHRM503A) This unit describes the performance outcomes, skills and knowledge required to manage the performance of staff who report to them directly. Development of key result areas and key performance indicators and standards, coupled with regular and timely coaching and feedback, provide the basis for performance management.
BSBMGT402A Implement operational plan	This unit describes the performance outcomes, skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, producing short term plans for the department/section, planning and acquiring resources and providing reports on performance as required.

A nationally accredited certificate is received upon successful completion of the assessment criteria for all units in the program.

3. Is This Course Accredited?

The package for the program was developed for the Australian National Training Authority, based on national competency standards. It is a nationally recognised qualification that applies to all types of work activities within Contact Centres including both inbound and outbound sales and service, market research, billing and credit management.

4. How Are Our Courses Offered?

The course is conducted as continuous training for each unit. Some units require assessments and projects to be completed in the work place. Please refer to our training schedule or contact us for more information on unit training dates.

The benefits of attending classes include first-hand information and support from the trainers, as well as exchanging ideas and techniques with other participants.

In-house Staff Training

Staff training programs can be arranged in-house, provided a suitable number of candidates are enrolling in the course. Please contact us for more information.

Hours Of Attendance

Please refer to our training schedule or contact us for more information on unit training dates.

Practical Application

All units come with notes, including plenty of examples and illustrations.  Every unit involves putting into practice what you will be learning.

5. Recognition of Prior Learning and Experience

Any relevant courses and experience will be matched against all of the elements of competency and performance criteria 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. 

Recognition of prior learning for the full course will be subject to a fee of $1975.00. Recognition of prior learning on a per unit basis will be subject to a fee of $197.50 (1-day unit) and $297.50 (2-day unit) per unit. $150.00 for the three units assessed on the job.

6. 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 and put it into practice.

7. 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 certificate training in customer contact can work for you.

Subjects and Schedule

Schedule for: 2012 | 2013

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