Skip to main content
Skip navigation

Certificate IV in Customer Contact

Certificate IV in Customer Contact

Course Code: BSB40312
Download Brochure

The Certificate IV in Customer Contact addresses the skill requirements of roles engaged on the organisational frontline, specifically the team-based environments commonly encountered in contact centre situations. In addition to fostering the practical leadership strategies that team leaders require to excel, this qualification brings particular focus to the evaluation of information from multiple sources, and the application of effective solutions to customer service queries.

Description

Course Structure

The Certificate IV in Customer Contact is delivered by expert trainers in one of three delivery methods: online, classroom, or blended.
 
The online training program is our most popular delivery method and 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 8 month period with one unit of competency expected to be completed each month.
 
Classroom and Blended delivery formats are also available, but subject to minimum numbers. Please contact our Education managers to find out more about our face-to-face options.

 

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

Prerequisites

There are no formal prerequisites for this 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.

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 IV in Customer Contact

Unit Code
Unit Name
BSBCUS401B Coordinate implementation of customer service strategies
BSBLED401A Develop teams and individuals
BSBMGT403A Implement continuous improvement
BSBMGT405A Provide personal leadership
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBINM401A Implement workplace information systems
BSBINN301A Promote innovation in a team environment
BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan
BSBWOR401A Establish effective workplace relationships
BSBWOR403A Manage stress in the workplace
BSBCUS402B

Address customer needs

BSBCUS403B

Implement customer service standards

Career Outcomes

Career Outcomes

Staff engaged in frontline customer service will benefit from undertaking the certificate, which is designed to promote procedural effectiveness. Team members in a contact role who are recently appointed to team leader status, or who aspire to a role in which the guidance of others is an element, are also specifically catered to under the terms of the qualification.

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

  • Contact Centre Team Leader
  • Quality Assurance Coordinator
  • Customer Contact Coach
  • Complex Enquiry Customer Contact Operator

Further Study

For information about Pathways to University, click here

Payment

Course Fees and Payment Options

Pay By Weekly Installment (Interest Free) Pay By Monthly Installment (Interest Free) Pay Upfront
$60 per week with a $210 enrolment fee¹ $405 per month with a $495 enrolment fee² Pay upfront $2,995, saving $335 (10% discount)

¹Payments made over a period of 52 consecutive weeks, totalling $3,330
²Payments made over a period of 7 consecutive months, totalling $3,330

 

Government Funding and Incentives

At both state and federal level, government commitment to upskilling the Australian workforce has resulted in a comprehensive framework of funding schemes and incentive opportunities. As a result, many Upskilled participants find that their courses are heavily subsidised*.

*Eligibility for traineeships & User Choice is determined by an Australian Apprenticeship Centre. Further information can be found at www.australianapprenticeships.gov.au



Location & Date

Course Filter Whats this?
Filter by
Online
Person
Both Online and in Person
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

Pagination

Follow us onFacebook Follow us onLinkedIn Follow us onTwitter Follow us onYoutube