Certificate III in Customer Contact

Qualification Overview

How does Management Consultancy International deliver the Certificate 3 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 makes the Management Consultancy International delivery of the Certificate 3 program in Customer Contact unique?

The BSB07 version of the qualification has been released and Management Consultancy International took this opportunity to add some incredibly exciting innovations to the program.  Management Consultancy International (RTO number NTIS 91088) 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.

What are the units of competence of the new BSB30207 Certificate III in Customer Contact?

The qualification is made up in the following way

Total number of units=12

6 core units plus

6 elective units

6 core units

Contact Centre Operations

BSBCCO301A            Use multiple information systems

Customer Service

BSBCUS301A            Deliver and monitor a service to customers

Occupational Health & Safety

BSBOHS301B            Apply knowledge of OHS legislation in the workplace

Product Skills and Advice

BSBPRO401A            Develop product knowledge

Workplace Effectiveness

BSBWOR203A           Work effectively with others

BSBWOR301A           Organise personal work priorities and development

What is the choice of electives?

Contact Centre Operations

BSBCCO202A            Conduct data collection

BSBCCO302A            Deploy customer service field staff

BSBCCO303A            Conduct a telemarketing campaign

BSBCCO304A            Provide sales solutions to customers

BSBCCO305A            Process credit applications

BSBCCO306A            Process complex accounts, service severance and defaults

Interpersonal Communication

BSBCMM301A           Process customer complaints

Learning and Development

BSBLED301A             Undertake e-learning

Management

BSBMGT401A            Show leadership in the workplace

BSBMGT402A            Implement operational plan

BSBMGT405A            Provide personal leadership

Product Skills and Advice

BSBPRO301A            Recommend products and services

Sales

BSBSLS402A             Identify sales prospects

BSBSLS403A             Present a sales solution

BSBSLS404A             Secure prospect commitment

BSBSLS405A             Support post-sale activities

BSBSLS406A             Self-manage sales performance

Workplace Effectiveness

BSBWOR201A           Manage personal stress in the workplace

Imported Units

FNSICCUS301B        Respond to customer enquiries

FNSICSAM301A        Identify opportunities for cross selling products and services

What are the packaging rules for the choice of electives?

The 6 elective units may be selected from the elective units listed above, or from an equivalent AQF level qualification in the BSB07 Business Services Training Package or any other currently endorsed national 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 II or Certificate IV qualifications. The remaining 4 elective units must be chosen from a Certificate III qualification.

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 BSB07 Business Services Training Package.

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 400- 450hrs

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

Are there any entry requirements?

There are no prerequisite requirements.

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

• after achieving the BSB20207 Certificate II in Customer Contact or other relevant qualification/s

OR

• providing evidence of competency in the majority of units required for the BSB20207 Certificate II 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.

What opportunities are there once I have completed the qualification?

After achieving the BSB30207 Certificate III in Customer Contact, candidates may undertake the BSB40307 Certificate IV in Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Certificate IV qualifications.

Don't miss out on this unique opportunity to join hundreds of other successful participants who have achieved their own and their business's goals by attending a course run by Management Consultancy International.

For more information to help you structure a program that works best for you, contact a Management Consultancy International consultant on 1300 768 550 or write to info@mci.edu.au

Nationally Recognized Training - NSW Vocational Education & Training Accreditation Board