| CERTIFICATE IV IN CUSTOMER CONTACT - CUSTOMER CONTACT (ICT40102) |
| Requiring 15 units for the qualification (7 core units and 8 elective units): |
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| Implementation Plan |
This course has been developed to provide workers in the
Customer Contact Industry with the latest skills, knowledge
and thinking for existing or aspiring team members to expand
their capabilities. Units from within the course have been
designed for application in all customer contact contexts. |
This course provides candidates with the skills, attributes and knowledge to take more responsibility in the workplace through leadership roles or as change agents. |
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| Note: the minimum age of enrolment for this course is 18 years of age. |
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| 7 core units are: |
| ICTCC100A
(CORE) FOLLOW OCCUPATIONAL HEALTH AND SAFETY POLICY AND PROCEDURES |
| This unit applies to occupational health and safety competencies for employees without supervisory responsibility. This includes school-based workers, entry-level workers, trainees and apprentices. This competency complements, and is applicable in combination with, other industry or enterprise-specific competencies. |
- Follow workplace
procedures for hazard identification and risk
control.
- Contribute to the management of occupational health
and safety.
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| ICTCC101A
(CORE) COMMUNICATE EFFECTIVELY IN A CUSTOMER CONTACT CENTRE |
| This unit applies to the wide variety of communication process and media that operate in a customer contact centre. It includes verbal, non-verbal, written and electronic communications. |
- Analyse communication
processes.
- Communicate verbally.
- Recognise and use non-verbal communication cues.
- Communicate in writing.
- Communicate electronically.
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| ICTCC110A
(CORE) WORK EFFECTIVELY IN A CONTACT CENTRE ENVIRONMENT |
| This unit applies to the individual contact centre staff member's assimilation into the operations of a customer contact centre. This competency unit should be integrated with units ICTCC100A, ICTCC101A, ICTCC111A, ICTCC112A, ICTCC120A, ICTCC121A. |
- Relate individual
operations to contact centre operations and infrastructure.
- Manage personal operations.
- Maintain a professional approach to employment.
- Participate in a workplace team.
- Manage personal stamina.
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| ICTCC111A
(CORE) RESPOND TO INBOUND CUSTOMER CONTACT |
| This unit applies to customer contact operational staff who take inquiries and who arrange the supply of a product or service. |
- Prepare for
customer contact.
- Process customer inquires.
- Arrange provision of a product or service.
- Manage customer contact.
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| OR |
| ICTCC112A
(CORE) CONDUCT OUTBOUND CONTACT OPERATIONS |
| This unit applies to customer contact operational staff who take inquiries and who arrange the supply of a product or service. |
- Prepare for
outbound contact.
- Contact outbound contact.
- Manage outbound contact
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| ICTCC120A
(CORE) USE BASIC COMPUTER TECHNOLOGY |
| This unit applies to the use of computers for information processing. It addresses basic information processing operations and the use of basic hardware, software and support resources. |
- Activate and
use computer software and hardware.
- Process information on a computer system.
- Manage computer use contingencies.
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| ICTCC121A
(CORE) USE AN ENTERPRISE INFORMATION SYSTEM |
This unit applies to the use of an enterprise information system to obtain and record customer information. It addresses the use of a single information system while in contact with the customer. |
- Locate and
interpret information for a customer inquiry.
- Record information for a customer transaction.
- Use help systems.
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| ICTCC130A
(CORE) PROVIDE QUALITY CUSTOMER SERVICE |
This unit applies to short-term contact with customers. It applies to identifying and satisfying customer needs and expectations in a positive and professional manner. It encompasses the full scope of contact centre customer contact. Fulfilment of customer requests is covered in unit ICTCC231A. |
- Receive an
inbound inquiry.
- Make an outbound contact.
- Establish a relationship with the customer.
- Determine customer requirements.
- Refer and transfer a customer to another agent.
- Respond to customer requests.
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| 8 Elective units are: |
| ICTCC352A (ELECTIVE) RESOLVE COMPLEX CUSTOMER COMPLAINTS |
This unit applies to the resolution of the more complex complaints related to customer product or service. This will typically be an escalated complaint where customer demands fall outside enterprise policy. At this level an operator can be called upon to defend the organisation from undue and unwarranted criticism. |
- Receive and respond to complaints
- Develop plans for dealing with complaint
- Negotiate complaint resolution with customer
- Follow up inquiry resolution
- Analyse staff performance
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| ICTCC412A
(ELECTIVE) IMPLEMENT CONTINUOUS IMPROVEMENT IN A CONTACT CENTRE |
| This unit applies to the continuous improvement process and in achieving the enterprise's quality objectives. |
- Implement
continuous improvement systems and processes.
- Monitor, adjust and report performance.
- Consolidate opportunities for further improvement.
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| ICTCC301A (ELECTIVE) MANAGE WORKPLACE RELATIONSHIPS IN A CONTACT CENTRE |
| This unit applies to the role of contact centre staff in developing and maintaining positive relationships in internal and external environments so that both customers and the enterprise achieve planned outputs/outcomes. |
- Gather, convey and receive information and ideas
- Develop trust and confidence
- Build and maintain networks and relationships
- Manage difficulties to achieve positive outcomes
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| ICTCC431A
(ELECTIVE) IMPLEMENT CUSTOMER SERVICE STRATEGIES IN A CONTACT CENTRE |
| This unit applies to ensuring that products and services are delivered and maintained to standards agreed by the enterprise and the customer. This is carried out in the context of the organisation's policies and practices as well as legislation, conventions and codes of practice. |
- Plan to meet
internal and external customer requirements.
- Ensure delivery of quality products and services.
- Monitor, adjust and report customer service.
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| ICTCC471A
(ELECTIVE) ACQUIRE PRODUCT OR SERVICE KNOWLEDGE |
This unit applies to the collection and evaluation of information that can be applied in the sales or service process. Products and services may be supplied either for profit or on a not for profit basis - for instance community or government services. |
- Demonstrate
knowledge of products or services in a specified
area.
- Convert product or service knowledge into benefits.
- Evaluate competitors or alternative products or
services.
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| BSBCMN412A (ELECTIVE) PROMOTE INNOVATION AND CHANGE |
| This unit covers the skills and knowledge required to promote the use and implementation of innovative work practices to effect change. |
| This unit is related to BSBCMN312A SUPPORT INNOVATION AND CHANGE. |
- Identify and develop opportunities for improved work practices.
- Lead team to foster innovative work practices.
- Facilitate commitment to workplace change.
- Monitor and evaluate change
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| BSBCMN418A (ELECTIVE) ADDRESS CUSTOMER NEEDS |
This unit specifies the outcomes required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting the customer's needs and managing networks to ensure customer's needs are addressed. |
- Assist customer to articulate needs
- Satisfy complex customer needs
- Manage networks to ensure customer needs are addressed
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| ICTCC470A (ELECTIVE) IMPLEMENT INFORMATION SYSTEMS IN A CONTACT CENTRE |
| This unit applies to the use and management of information and information systems and the involvement of team members in that activity. |
- Determine information needs
- Locate sources of information
- Collect, evaluate and report information
- Use management information systems
- Produce budgets and business plans
- Prepare resource proposals
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