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Certificate III Customer Engagement Contact Centre Agent Course

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short courses for international students in australia
Mann Laptop
Telecommunication
Contact Center
short courses for international students in australia
Mann Laptop
Telecommunication
Contact Center

Course Overview

The Contact Centre Agents Program – Certificate III trains and supports current and prospective agents and operators working in a contact centre or customer service environment.
The course teaches 3 key areas of skill:

Digital/computer literacy skills.
Soft skills in customer contact via telephone. This includes how to deal effectively with a range of inbound and outbound customer interactions.
Practical skills in working in a call centre environment. This includes using call centre agent software systems, using CRM systems, working effectively in a predictive dialling outbound campaign, responding to enquiries, using and updating customer database records, and effective use of a telephone script.

CURRICULUM

Section 1: INTRODUCTION TO DIGITAL LITERACY & CONTACT CENTRE SYSTEMS
This subject introduces the context for computer-based software applications in society, and the uses of computer applications in the workplace where computers and digital devices are used to communicate, access information, create documents, and present information. The subject covers Microsoft Office applications including; Word, Excel, PowerPoint, Outlook, and the use of desktop operating systems and digital devices.

Topics include:

Creating a Document
Viewing a Document
The Formatting Options
Browsing a Document
The Page Setup Options
Inserting Page Numbers and Page Breaks
Applying Quick Styles to a Document
Applying Themes to a Document
Enhancing Images
Using the Proofing Features
The Language Features
Printing and Sharing a Document
Creating a New Workbook
Adding and Moving Data in a Worksheet
Formatting Cells and Using Borders and Margins
Sorting and Filtering Data Lists
Reviewing a Workbook and Using the Proofing Tools
Creating and Editing Charts
Inserting Shapes, Pictures, Clip Art, SmartArt Graphics, WordArt, Screen Shots, and Signature Lines
Performing Calculations
Creating, Editing, and Formatting PivotTables
Creating and Editing Charts
Keyboarding skills

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This subject introduces students to specific software used in a contact centre environment including telephony systems, soft phones, automated diallers, predictive dialler’s, contact centre software, customer relationship management (CRM) systems. The subject also covers the integration between these systems and how they are used together.
Students should learn how to:

Retrieve and update customer database records
Use a soft phone to make and receive calls
Manage queued calls
Work with a predictive dialler

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An Agent’s Role in Contact Centres

This subject aims to build agent commitment and motivation through a basic understanding of how contact centres operate and how individual students contribute to the success of the entire organization.
Students will learn the basics of call centre planning and how their individual contributions are critical to the smooth operation of the contact centre.
Students will start by exploring the dynamic call centre from their perspectives, as well as from the perspectives of the customer and the company. They’ll define contact centre management, before delving into the reasons why the “right number of skilled people” is so important. More than just memorizing a definition, students will come away with a basic understanding of how the three driving forces—random call arrival, the psychology of queues and the seven factors of caller tolerance—determine how staffing is calculated and how staffing affects service level.
Next, students will explore the basic nine steps involved in contact centre planning and management. The goal here is not to teach a complete ability to manage a contact centre, but to illuminate students on the process so that they can understand how staffing decisions are made by managers. Students will come away with the knowledge of how service level and quality go hand-in-hand and how that affects the entire contact centre. Armed with this knowledge, students will learn the key performance objectives that they, as individuals, can control and strive to meet by doing the right things (quality monitoring) at the right times (adherence to schedule).

Students should learn:

An overview of the contact centre from the viewpoints of the customer, the company and the agent
Basics of the three contact centre driving forces and the agent implications of the invisible queue
Fundamentals of contact centre management and how each individual in the contact centre affects the success of the operation

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The aim of this subject is to build agent confidence and higher customer satisfaction through basic phone etiquette and call handling techniques.
Positive customer contacts begin at the moment of connection with an agent. Students will learn and practice the skills they need to be calm, courteous and effective ambassadors for the organization.
Students will explore the challenges of non-face-to-face interactions and learn strategies for phone etiquette and courtesy that will start each call with a good first impression and finish each call with a satisfied customer. They’ll learn and practice the components of successful greetings and closings, as well as the proper ways to place calls on hold and to transfer calls.
Students will understand that it is not just what they say to customers, but how they say it. They’ll explore how tone affects communication during the entire call and master the six voice variables that provide the best customer service. Students will practice controlling the most important tool they bring to the contact centre everyday: their voice.
More important than speaking, students will understand that listening to the customer is critical to providing the best service. By using the five keys to effective listening, they’ll hone their listening skills.
Once they have listened to the customer, students will learn how to take control of the call and keep control by asking the right questions to deliver the best solution in the most efficient manner. They’ll recognize instances when the customer has taken control of the call and practice strategies to regain control to balance customer satisfaction while managing agent handling time. Students will master presenting a solution to the customer using a three-part strategy that moves each call to successful resolution with high customer satisfaction.

Students should learn:

Using courtesies, etiquette and positive language to make each customer contact smooth and pleasant
Using correct techniques for greetings, closings, holds, transfers and callbacks
Mastering voice tone and inflection to boost effective communication on each call
Learning the five keys to effective listening
Controlling calls and how to regain control for better agent handling times
Presenting solutions that assure customers they have had the best service and experience with the organization
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Section 2: CONTACT CENTRE SKILLS DEVELOPMENT

The aim of this subject is to teach students how to sell, cross-sell or upsell in every call. The subject covers the fundamental skills and techniques that will give students the confidence to increase their sales potential.

Students should learn:
Relationships in Selling
Introduction to the Four Stages
Key Components of the Conversation
A New Model of Selling
Building the Relationship
The Psychology of Buying
Effective Questioning
Questioning that Meets Goals
Handling Objections and Closing the Sale
Five Steps to Handling Objections
Time to Close
A Note About Price
Upselling and Cross-Selling
Helping the Customer
What to Offer and Why
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The aim of this subject is to teach the most effective techniques for remaining calm, professional and always in-control when dealing with even the most difficult customers.
We’ve all heard the saying, “The customer is always right.” But what do we do when the person on the other end of the line is unwilling to accept what you have to say, remains dissatisfied or even becomes abusive? Students should learn valuable strategies for dealing with a variety of difficult customer interactions and take big steps toward managing stress on themselves, their team members and their customers.
This subject begins by helping students identify the three different types of difficult customer contacts and the most appropriate ways to respond to each type. We’ll explore the reasons why customers escalate and how you can handle escalation. We’ll help students hone the invaluable skill of recognizing customer stress and how to respond positively and with empathy in situations when it may be extremely difficult to keep cool.
The subject covers how and why to avoid excuses and instead offer positive solutions to unhappy customers through negotiation, fixing or educating. And we’ll help you identify when it’s time to say “no” to a difficult customer and how to diffuse challenging interactions, even when you cannot grant customer requests.

Students should learn:

Who are difficult customers? How to identify the three main types
The best ways to deal with unhappy, irritating and abusive customers
Finding ways to say “yes” to difficult customers
Saying “no” to difficult customers
Managing stress: Tips for you, your team and your customers

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As more organizations push customer contacts to online channels, agents must learn the art of customer service through the written word. Students should learn the most strategic ways to present email, chat, and engage in social media correspondence, so customers have consistent and positive experiences with the organization.

Students should learn:

Email

Customer Expectations
Email Framework
Determine Your Response
Opening The Email
Inviting Interaction
The Conclusion

Chat

Chat: What’s The Difference
The Core Expectations
Effective Chat Customer Service

Social media

Rising Customer Expectations
Components of Social Service Success
Your Response: Key Considerations

Content and Tone Guidelines

Precise Words
Simple Explanations
Grammar and Spelling

Grammar and Online Etiquette

Common Grammar Errors
Writing Confusables
Online Etiquette

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Benefits of internships
• Gain valuable hands on experience
• Connect with the industry professionals
• Build mentoring relationships with Hollywood to last
you a lifetime
• Add value to your resume
• Gives the employer the opportunity to choose

prospective job candidates with proven in house experience

 

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Level Intermediate
Qualification BSB30215
Duration 150 Hours
INSTITUTION ACIT
Branch Gold Coast
Seats Available 30
Domestic Fees $1700
International Fees $1700
Price $1,700.00

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