| CERTIFICATE IV IN CUSTOMER CONTACT - SALES (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: |
| BSBFLM403B (ELECTIVE) IMPLEMENT EFFECTIVE WORKPLACE RELATIONSHIPS |
This unit specifies the outcomes 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. |
- Collect, analyse and communicate information and ideas
- Develop trust and confidence
- Develop and maintain networks and relationships
- Manage difficulties into positive outcomes
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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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| BSBCMN403A (ELECTIVE) ESTABLISH BUSINESS NETWORKS |
| This unit covers the skills and knowledge required to develop and maintain effective workplace relationships and networks. It covers the activities of communication and representation. |
- Develop and maintain business networks
- Establish and maintain business relationships
- Promote the organisation
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| ICTCC341A
(ELECTIVE) PROVIDE SALES SOLUTIONS TO CUSTOMERS |
| This unit applies to processing of major sales inquiries requiring complex solutions and follow up to ensure customer satisfaction. |
- Identify customer needs
- Close sales
- Input sales records
- Provide sales support where required
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| ICTCC413A
(ELECTIVE) LEAD INNOVATION AND CHANGE IN A CUSTOMER CONTACT CENTRE |
This unit applies to fostering change in team members and acting as a catalyst in the implementation of change and innovation. The leader's position at the 'customer' end of the enterprise places them strategically to suggest change and innovation. They have a creative role in ensuring that both the enterprise and the customer benefit from change through improved products and service. |
- Participate in planning the introduction of change
- Develop creative and flexible approaches and solutions
- Manage emerging challenges and opportunities
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| ICTCC330A (ELECTIVE) MANAGE CUSTOMER RELATIONSHIPS |
| This unit applies to the contribution that individual operators can make to the management of established relationships with the customer. |
- Contribute to the meeting of customer needs
- Obtain feedback from customers
- Use customer feedback to enhance customer relationships
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| BSBCMN402A (ELECTIVE) DEVELOP WORK PRIORITIES |
| This unit covers the skills and knowledge required to plan own work schedules, monitor and obtain feedback on work performance and development. |
| This unit is related to BSBCMN302A ORGANISE PERSONAL WORK PRIORITIES AND DEVELOPMENT. |
- Plan and complete own work schedules.
- Monitor own work performance.
- Coordinate professional development.
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| BSBCMN409A (ELECTIVE) PROMOTE PRODUCTS AND SERVICES |
| This unit covers the skills and knowledge required to coordinate and review the promotion of an organisation's products and services. |
| This unit is related to BSBCMN309A RECOMMEND PRODUCTS AND SERVICES. |
- Plan promotional activities.
- Coordinate promotional activities.
- Review and report on promotional activities.
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