Certificate IV in Customer Contact

Qualification Overview

What makes the Management Consultancy International delivery of the Certificate 4 program in Customer Contact unique?

The BSB07 version of the qualification has been released and Management Consultancy International (NTIS RTO ID 91088) took this opportunity to add some incredibly exciting innovations to the program.  Management Consultancy International currently delivers customer contact training to a range of organizations including Vodafone, Toll Holdings and The Department of Dental Health Services.

The program now includes:

• Electronic material for ease of use
• Integration of the LEGO® Serious Play^TM methodology
• Integration of audio and video podcasts

Government Funding

Let us assist you in determining whether any of your candidates are eligible for government-funded training.

Who should be doing the Certificate 4 program?

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

• Analyst
• Quality Assurance Coordinator or Manager
• Scheduler
• Subject Matter Expert/Coach
• Team Leader

How does Management Consultancy International deliver the Certificate IV in Customer Contact?

Management Consultancy International customises the program in content and in style of delivery to suit the organisation.

Management Consultancy International works with you to structure a delivery process that suits your organisation - a schedule is developed according to the needs of the students and to the timing required by the business.

 

What are the units of competence of the new BSB40307 Certificate IV in Customer Contact?

The qualification is made up in the following way

Total number of units = 13

7 core units + 6 elective units

7 core units

Contact Centre Operations

BSBCCO402A            Gather, collate and record information

Customer Service

BSBCUS401A            Coordinate implementation of customer service strategies

Learning and Development

BSBLED401A             Develop teams and individuals

Management

BSBMGT403A            Implement continuous improvement

BSBMGT405A            Provide personal leadership

Occupational Health and Safety

BSBOHS407A            Monitor a safe workplace

Imported Units

FNSICORG515A        Provide mentoring and coaching within the workplace 

 

What is the choice of electives?

Compliance

BSBCOM401B           Organise and monitor the operation of compliance management system

BSBCOM402B           Implement processes for the management of a breach in compliance requirements

BSBCOM403B           Provide education and training on compliance requirements and systems

BSBCOM404B           Promote and liaise on compliance requirements, systems and related issues

Contact Centre Operations

BSBCCO401A            Administer customer contact telecommunications technology

Customer Service

BSBCUS401A            Coordinate implementation of customer service strategies

Human Resource Management

BSBHRM402A           Recruit, select and induct staff

Information Management

BSBINM401A                         Implement workplace information system

Innovation

BSBINN301A             Promote innovation in a team environment

Management

BSBMGT401A            Show leadership in the workplace

BSBMGT402A            Implement operational plan

Project Management

BSBPMG404A           Apply quality management techniques

BSBPMG407A           Apply risk management techniques

BSBPMG510A           Manage projects

Sales

BSBSLS501A                         Develop a sales plan

BSBSLS502A                         Lead and manage a sales team

Workplace Effectiveness

BSBWOR401A           Establish effective workplace relationships

BSBWOR403A           Manage stress in the workplace

Imported Units

CHCINF5B                 Meet statutory and organisational information requirements

CHCPOL3A                Undertake research activities

PSPPM402B             Manage simple projects

THHGCS06B             Plan and implement sales activities

THHGLE05B             Roster staff

 

What are the packaging rules for the choice of electives?

The 6 elective units may be selected from the list below, or from this or any other nationally endorsed Training Package.

Where elective units are being chosen from other Training Package qualifications, up to 2 of the 6 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications.

Electives must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages must not duplicate units selected from or available within the BSB07Business Services Training Package.

 

Are there any entry requirements?

No - there are no pre-requisite requirements and candidates could come in to the qualification if they are suited to the level 4 on the AQTF.

 

Pathways into the qualification

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at certificate level, including:

• after achieving the BSB30207 Certificate III in Customer Contact or other relevant qualification/s

OR

• providing evidence of competency in the majority of units required for the BSB30207 Certificate III in Customer Contact or other relevant qualification/s

OR

• with some vocational experience assisting in a range of support roles without a formal business qualification. Examples of indicative job roles for candidates seeking entry based upon their vocational experience.

This breadth of expertise would equate to the competencies required to undertake this qualification.

 

What are the assessment requirements?

In order to be deemed competent, candidates at Management Consultancy International make use of the specially designed portfolio builder.

The portfolio builder provides a step by step process for supplying evidence for assessment purposes.  This user-friendly way of presenting workplace documents and other required evidence, enables the candidate to complete the qualification with ease - first time round!

 

What Course material do candidates receive?

At the start of the program, candidates receive a student file that has a hard copy version of the portfolio as well as a USB memory stick. 

The USB contains:

• Electronic versions of the course notes
• Copies of the hand-outs and the Powerpoint slides
• Additional reading such as articles and white papers
• Video and Audio Podcasts on management and leadership topics

 

How long will it take me to complete the qualification?

The time that you need to complete the qualification needs to include:

• Time to acquire theory and do reading
• Face to face training
• Time to be assessed in the workplace
• Time to compile your evidence to meet the requirements of the qualification.

The approximate time to complete the qualification is 550-570hrs

 

Suggested Program Outline:

 

MODULE 1 - COMMUNICATION SKILLS & TEAMWORK

Relates to units:

BSBCCO402A Gather, Collate & Record Information (core)

BSBMGT405A  Provide Personal Leadership (core)

 

• Welcome & icebreakers
• Introduction to course and portfolio builder system
• Set guidelines for the learning program
• Determine what makes a great contact center team member?
• Think about your current situation using a SWOT Analysis
• Review the importance of communication
• Improve your listening skills and learn to give instructions
• Understand the four styles of communication
• Work through scenarios with the different types of communicators
• Review how to improve your non verbal communication
• Complete exercises on the importance of body language & eye contact
• Gather information from a caller using interviewing skills and questioning techniques
• Work through scenarios - how would you use communication skills in the real world?
• Understand and work on portfolio builders
• Preview next session

 

MODULE 2 - MOTIVATION & CUSTOMER SERVICE

Relates to units:

FNSICCUS301B Respond to customer enquiries

BSBCUS401A - Coordinate Implementation of Customer Service Strategies (core)

 

• Revise Module 1
• Understand the importance of remaining open-minded and continue to look for details
• Have a good sense of who are your customers / stakeholders
• Understand how to create Customer "moments of truth"
• Review the basic human emotional needs in Maslow's hierarchy of needs + Hertzberg's hygiene theory of motivation
• Find improved ways of addressing customer needs - how do we continually improve?
• Scenarios - how would you use your customer service skills in the real world?
• Understand and work on portfolio builders
• Create an action plan

 

 

MODULE 3- DEALING WITH CONFLICT

Relates to unit:

BSBWOR401A Establish Effective Workplace Relationships

 

• Revise Module 2
• Develop an understanding of Conflict and its causes
• Review the Iceberg principle of human psychology
• Understand and implement the CASE process for resolving conflict with internal and external customers -

o   Clarifying

o   Asserting your position without antagonism

o   Seeking a mutually acceptable solution

o   Evaluating & gaining Buy-in

• Scenarios - dealing with conflict in the real world
• Deal effectively with passive aggressive behaviour
• Understand and work on portfolio builders
• Create an action plan
• Preview next session

MODULE 4 - LEARNING IN THE WORKPLACE

Relates to units:

FNSICORG515A - Provide mentoring and coaching within the workplace (core)

BSBLED401A - Develop Teams & Individuals (core)

 

• Have a full insight into The Seven Habits of Highly Effective People
• Understand the difference between being proactive and not reactive to customer enquiries
• Review your own Circle of concern and circle of influence
• Go about setting & achieving goals with your team & colleagues
• Manage your time effectively and avoid distractions
• Deal positively with interruptions
• Think win-win - achieving outcomes that work for both the organisation and the customer
• Use empathy as an anger controlling mechanism
• Work in 'synergy' with your team
• Sharpen the saw - improve yourself professionally
• Understand and work on portfolio builders
• Create an action plan

 

 

 

MODULE 5 - WORKING EFFECTIVELY AND SAFELY

Relates to units:

BOHS407A - Monitor a Safe Workplace (core)

BSBINM401A - Implement workplace information system

 

• Welcome & revision of Module 4
• Have a look at best practice examples of workplace health and safety
• Understand your responsibilities toward health and safety
• Have strong insights into what constitutes Duty of care
• Identify hazards in the workplace
• Understand and manage risk
• Understand your organisation's OH&S policy
• Review how to avoid bullying in the workplace and Workplace Harassment
• Create some useful computer tips
• Determine what improvements can be made to existing systems and processes through using problem solving techniques
• Understand and work on portfolio builders
• Create an action plan

 

MODULE 6 - HANDLING CHANGE & PARTICIPATING IN PROJECTS

Relates to units:

BSBINN301A - Promote Innovation in a Team Environment

BSBMGT403A Implement Continuous Improvement (core)

BSBMGT402A - Implement Operational Plan

BSBP510A - Manage Projects

 

• Welcome & revision of Module 5
• Review the the four responses to change
• Work through Prof John Kotter's 8 steps of change and understand how this impacts on your team and your customers
• Create a sense of urgency to set the stage for change
• Agree what attributes we need to handle changes
• Create ways in which we overcome customer resistance to change
• Case studies - organisations that have managed projects well
• Review how can we participate in projects effectively with strong project management skills
• Set personal goals
• Understand and work on portfolio builders
• Create an action plan

Nationally Recognized Training - NSW Vocational Education & Training Accreditation Board

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