If you want variety in your work, you’ll find it in a call or customer service centre. Every call you receive presents a different challenge and the opportunity to help someone. As well as being a rewarding job, it can also be a lot of fun under the right leadership.
The Call Centre Career Starter Program is an online professional development program that will provide you with the skills and knowledge required to provide quality service to customers in call centre environments across a range of service industry workplaces.
This online call centre course will show you how to establish rapport, determine and address diverse customer needs and expectations, deal with complaints and difficult service situations, and use opportunities for promoting and up-selling products and services.
On completion of this course, you will feel confident in your ability to fulfil the full scope of contact centre skills to provide high quality, consistent and responsive telephone services and support to customers to meet and exceed expectations and achieve business objectives.
Unit 1 - Process customer complaints
Organisation codes of practice
Consumer protection legislation
Other legislation staff need to understand
Processing customer complaints and making decisions
Receiving the complaint
People who need to be informed
Document customer complaints
Customer complaint form
Identifying and escalate as required
Information required to resolve complaints
Prepare information for complaint resolution
Implications for customers and organisations
Resolve customer complaints satisfactorily
Propose resolution options
Escalating matter to relevant personnel
Unit 2 - Engage with customers
Key performance indicators (KPI’s)
Confirm customer requirements
Product service and knowledge
Identifying customer needs
Questioning the customer
Customer needs and expectations
Selecting appropriate products/services
Product information sources
Identify add ons
Adapting to customer requirements
Selecting a product or service in consultation with customer
Explain relevant information and confirm details
Process credit card applications
Key resource people
Action customer orders
Record details of engagement
Supply follow up information
Performance appraisals and evaluations
Fist Call Resolution (FCR)
Ensuring staff have skills to use technology
Customer base (repeat customers)
Policies and procedures
Internet and intranet services
Unit 3 - Enhance customer service experiences
Advise on products and services
Active and passive listening
Extras and add-ons
Cross-selling and add-ons
Efficient service delivery
Difficult service situations
Recording a problem
Resolving a problem
Improving service issues
Resolving customer complaints
Sensitivity and courtesy
Provide internal feedback
Reflecting and evaluating complaints
Promoting repeat business
Unit 4 - Deliver and monitor a service to customers
Clarify customer needs
Internal and external customers
What do customers want?
What to ask customers to identify their needs
Communications and interpersonal skills
Evaluate customer needs
Determine priorities for delivery
Prioritisation for service delivery
Product knowledge and assistant
Product features and benefits
Seeking assistance when required
Legal and ethical requirements
Training, recognition and rewards
What is good service?
Manage customer complaints
Resolving problems and complaints
Responding to customers with specific needs
Enhancing products and services
Illegal and unethical practices
Review customer satisfaction
Reviewing your competition
Respond to customer feedback
Clearly written reports
Customer service legislation and consumer law
False or misleading representation
Estimated duration 60 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
I found the course to be very informative however there seemed to be some repetition. With this in mind, repetition sometimes can mean ‘important to remember’so that was fine. Overall a great experience, thank you.
S. Bakker, Evanston Gardens, SA | Certificate of Call Centre Sales and Customer Service
I thoroughly enjoyed the course material which was presented in a professional yet easy to follow format. I will definitely be registering for other courses. Courses are also affordable and offer a good foundation for a career.
M. Margot, Drummoyne, NSW | Certificate of Call Centre Sales and Customer Service
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
All course materials provided online – no textbooks to buy;
Unlimited tutor support via email;
We offer twelve (12) months’ access, with extensions available upon application (fees apply);
Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no entry requirements or pre-requisites for entry into this program.
How long will it take to complete this course?
The approximate study hours for this course is 60 hours. Twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
Yes! The cost for printed materials for this course is $50 per unit.Total cost for optional printed materials is: $200.00. Printed materials are available for purchase at any time and not require to complete this course. Everything you need to complete the course is provided online via our e-learning system.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.