| CERTIFICATE III IN CUSTOMER CONTACT (ICT30102) |
| Requiring 14 units for the qualification (7 core units and 7 elective units): |
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| Implementation Plan |
Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints. |
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Industry Role Definition |
Receives calls, uses common call centre telephone and computer technology, enters and retrieves data, works in a team, manages own work under guidance.
Performs a number of functions within a customer contact operation requiring a diversity of competencies including:
- Providing multiple specialised services to customers such as complex sales and service advice for a range of products or services, difficult complaint and fault inquiries, deployment of service staff.
- Using multiple technologies such as telephony, Internet services and face-to-face contact.
- Providing a limited amount of leadership to less experienced employees.
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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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| 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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| 7 Elective units are: |
| 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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| ICTCC252A (ELECTIVE) RESOLVE CUSTOMER COMPLAINTS |
This unit applies to complaints received in a 'hotline' type environment where a special access number is allocated to a specific product/service. |
- Identify and analyse the complaint
- Determine and agree appropriate action to resolve the complaint
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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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| ICTCC300A
(ELECTIVE) ORGANISE WORK PRIORITIES AND DEVELOPMENT |
| This unit applies to customer contact centre staff including team leaders who are responsible for managing their own performance and taking responsibility for their professional development within the context of the enterprise. |
- Manage self
- Set and meet own work priorities
- Develop and maintain professional competency
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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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| 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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