ICT20102 - Certificate II in Customer Contact

Course Objectives

This qualification is part of the Telecommunications and Customer Contact Package. The ICT20102 — Certificate II in Customer Contact qualification aims to develop highly skilled frontline staff for employment in the Business and Service Industries. It applies to

Course Content / Structure

There are 9 units of competency which make up a ICT20102 — Certificate II Customer Contact. This includes are 7 compulsory units and 2 elective units*. Competency is required in all 9 units for successful completion of this qualification course.

Code	Module Name
ICTCC100A	Follow Occupational Health and Safety policy and procedures
ICTCC101A	Communicate effectively in a customer contact environment
ICTCC110A	Work effectively in a contact centre environment
ICTCC111A	Respond to inbound customer contact
ICTCC120A	Use basic computer technology
ICTCC121A	Use an enterprise information system
ICTCC130A	Provide quality customer service
ICTCC112A*	Conduct outbound contact operations
ICTCC252A*	Resolve customer complaints

Workplace Assessment

Workplace training gives you the opportunity to develop practical job skills, such as interacting with people in a professional environment, developing communication skills, as well as an insight into particular job roles and responsibilities. Others have found workplace training enhanced their chances of getting a job and succeeding at it.

Skills Recognition — Exemptions/Transfers

Students may be eligible for exemptions/transfers on the basis of previous qualifications.

Qualification

As part of the Australian Qualifications Framework this program is nationally recognised. On successful completion students will be awarded the Certificate II in Customer Contact.