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Certificate III in Customer Contact

Certificate III in Customer Contact

Course Code: BSB30211
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The Certificate III in Customer Contact reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice, and capturing data.

Description

Course Structure

The Certificate III in Customer Contact is delivered by expert trainers in one of three delivery methods: online, classroom, or blended.

Online Learning Format
The online training program provides access to a fully customised e-learning environment, MyUpskilled. MyUpskilled includes powerpoint resources, reading materials, discussion boards, forums, access to assessments, resources, videos (including access to the Lynda.com video training library) and blogs.  The course is conducted over a 12 month period with one unit of competency expected to be completed each month.

Classroom Format
Our classroom delivery requires attendance at 12 x full day (9am-4pm) face-to-face workshops scheduled across a 12 month period with one unit of competency completed each month. This format allows participants sufficient time between and after workshops to undertake self-directed learning, assignments, and out-of-class assessment. The location of classroom training is typically delivered institutionally.

Blended Classroom/Online Format
The blended training format is scheduled over a 12 month period with one unit of competency completed each month. There are typically 5 x full day (9am – 4pm) face to face workshops scheduled during the 12 month period.

 

Prerequisites

There are no formal prerequisites for this qualification; however, the preferred pathways into this qualification include:

  • BSB20211 Certificate II in Customer Contact, or other relevant qualifications OR
  • Vocational experience assisting in a range of support roles without a formal business qualification

 

Recognition Of Prior Learning (RPL)

RPL is available for each Unit of Competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.

 

Assessment

A student is deemed competent when all relevant evidence is gathered.  Upskilled is receptive to evidence gathered from a variety of sources including our own assessment processes.  Upskilled assessment processes include: 

  • Recognition of Prior Learning/Credit Transfer 
  • Written/Oral Questions
  • Written reports/Portfolio Assessments
  • Projects
  • Scenarios/Case Studies

Regular training and assessment contact will be maintained by Upskilled in conjunction with the participant and their employer (where applicable). Critical dates during the program will be identified for participants to ensure compliance to assessment due dates and attendance at classroom sessions/monthly webinars as required.

 

Inclusions

All students will be provided with Smallprint Learner guides (online and/or hardcopy) for each unit of competency.

  • Access to fully customised online learning platfrom, MyUpskilled
  • Access to the Student Support Services (Help desk) where students can receive support and assistance in the use of the LMS as well as any administration enquiries
  • Regular contact with their trainer via email, telephone and/or LMS communication tools
  • Trainer/Student Messaging System
  • Unlimited access to world leading video training provider Lynda.com
  • Access to Upskilled's Student Rewards Program

Unit Outline

Unit Outline

The following Units of Competency as identified in the National Business Services Training Package must be successfully completed to attain the Certificate III in Customer Contact.

Core Units

Unit Code
Core Unit Description
BSBCCO301B Use Multiple Information Systems
BSBCCO307A Work Effectively in Customer Contact
BSBCCO309A Develop product and service knowledge for customer contact operation
BSBCUS301B Deliver and Monitor a Service to Customers

 

 

 

 

 

Elective Units

Unit Code
Elective Unit Description
BSBWHS302A Apply knowledge of WHS legislation in the workplace
BSBWOR203A Work Effectively with Others
BSBWOR301B Organise Personal Work Priorities and Development
FNSSAM301A Identify opportunities for cross-selling products and services
BSBITU203A Communicate electronically
BSBCCO304C Provide Sales Solutions to Customers
BSBCMM301B Process customer complaints
BSBWOR201A Manage personal stress in the workplace

 

 

 

 

Career Outcomes

Career Outcomes

Possible job roles relevant to this qualification include:

  • Customer Contact agents or operators
  • Customer Services representatives
  • Telesales Representatives

Further Study

For those wishing to continue their study, the preferred pathway from this qualification is the BSB40311 Certificate IV in Customer Contact, or a range of other qualifications at Certificate IV level.

 

Payment

Course Fees and Payment Options

Pay By Weekly Installment (Interest Free) Pay By Monthly Installment (Interest Free) Pay Upfront
$55 per week with a $195 enrolment fee¹ $350 per month with a $605 enrolment fee² Pay upfront $2,750, saving $305 (10% discount)

¹Payments made over a period of 52 consecutive weeks, totalling $3,055
²Payments made over a period of 7 consecutive months, totalling $3,055

Location & Date

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Date Location State Delivery Method  
11/03/2015 N/A N/A Enquire Now
25/03/2015 N/A N/A Enquire Now
08/04/2015 N/A N/A Enquire Now
22/04/2015 N/A N/A Enquire Now
13/05/2015 N/A N/A Enquire Now
27/05/2015 N/A N/A Enquire Now
10/06/2015 N/A N/A Enquire Now
24/06/2015 N/A N/A Enquire Now
08/07/2015 N/A N/A Enquire Now
22/07/2015 N/A N/A Enquire Now

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