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Diploma of Customer Contact
 (CRICOS Course Code:069761M)


NEW!
You may be able to receive Australian Government funding to complete this course. To find out if you qualify for an Endeavour Vocational Education and Training Award Scholarship click here

This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include: Analyst, Campaign Manager, Project Manager, Quality Assurance/Compliance Officer, Scheduler, Subject Matter Expert/Coach, Team Leader (experienced) and Team Supervisor/Manager.

Completion of this Diploma can provide up to one year's credit transfer into relevant degree-level courses offered by universities.

Entry Requirements: Completion of High School Leaving Certificate, Year 12 or equivalent, Matayom 6, Senior Middle 3 or equivalent. Good English skills. An IELTS score of 5.5, or equivalent, is required. All course books are written in English. Assignments must be submitted in English.

Duration: 52 weeks

Commencement Date: Courses can be commenced at any time.

Mode: self-paced learning

Cost: AUD $11,000.00

Course Content:

A total of 10 units must be completed to achieve the qualification.

Core units (6):

  • Optimise customer contact operations
  • Manage an information or knowledge management system
  • Build and sustain an innovative work environment
  • Facilitate continuous improvement
  • Ensure team effectiveness
  • Provide mentoring and coaching within the workplace

Elective units (choose 4 of the following):

  • Coordinate implementation of customer service strategies
  • Recruit, select and induct staff
  • Gather, collate and record information
  • Manage customer contact information
  • Manage customer contact centre staffing
  • Manage projects
  • Manage risk
  • Manage performance management systems

 

 

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Last updated: Nov-2009

 

CRICOS Provider No: 02359G
Level 1, 32 Grenfell Street Adelaide  SA  5000

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