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.
Call Centre Success 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 teach you how to establish rapport, determine and address diverse customer needs and expectations, deal with complaints and difficult service situations, and use opportunities to promote and upsell products and services.
Upon 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.
Course Structure
Unit 1 - Process customer complaints
- Assess complaints
- Organisation codes of practice
- Consumer protection legislation
- Consumer guarantees
- Remedies
- Warranties
- Customer satisfaction
- Other legislation staff need to understand
- Processing customer complaints and making decisions
- Receiving the complaint
- People who need to be informed
- Communication techniques
- Active listening
- Composure
- 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
- Implementing warranties
- Escalating matter to relevant personnel
- Ombudsman
Unit 2 - Engage with customers
- Customer engagement
- Personal targets
- Key performance indicators (KPI’s)
- Confirm customer requirements
- Communication skills
- Product service and knowledge
- Technical skills
- Identifying customer needs
- Questioning the customer
- Customer needs and expectations
- Selecting appropriate products/services
- Product information sources
- Identify add ons
- Delivery options
- Customer satisfaction
- Adapting to customer requirements
- Selecting a product or service in consultation with customer
- Explain relevant information and confirm details
- Credit checks
- Process credit card applications
- Credit agreements
- Key resource people
- Action customer orders
- Escalate queries
- Record details of engagement
- Supply follow up information
- Compliance
- Performance appraisals and evaluations
- Customer feedback
- Fist Call Resolution (FCR)
- Continuous improvement
- Ensuring staff have skills to use technology
- Home agents
- Customer base (repeat customers)
- Policies and procedures
- Internet and intranet services
Unit 3 - Enhance customer service experiences
- Customer needs
- Customer expectations
- Advise on products and services
- Active and passive listening
- Customer questioning
- Extras and add-ons
- Suggestive selling
- Cross-selling and add-ons
- Upselling
- Efficient service delivery
- Difficult service situations
- Recording a problem
- Resolving a problem
- Notifying management
- Offering alternatives
- Proactive compensation
- Internal feedback
- Improving service issues
- Communication techniques
- Resolving customer complaints
- Sensitivity and courtesy
- Problem solving
- Determining options
- Preventing escalation
- Provide internal feedback
- Recording complaints
- Reflecting and evaluating complaints
- Customer relationship
- Promoting repeat business
- Customer profiles
Unit 4 - Deliver and monitor a service to customers
- Clarify customer needs
- Internal and external customers
- Bundling (value)
- 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
- Loyalty
- Providing information
- Product knowledge and assistant
- Customer choices
- Product features and benefits
- Seeking assistance when required
- Legal and ethical requirements
- Difficult customers
- Training, recognition and rewards
- Building relationships
- What is good service?
- Manage customer complaints
- Resolving problems and complaints
- Recording complaints
- Responding to customers with specific needs
- Identifying opportunities
- Enhancing products and services
- Illegal and unethical practices
- Review customer satisfaction
- Review KPI’s
- Reviewing your competition
- Analyse results
- Respond to customer feedback
- Response mechanisms
- Market research
- Collating data
- Clearly written reports
- Action lists
- Communication
- Customer service legislation and consumer law
- False or misleading representation
Study Hours
Estimated duration 60 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
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.
Testimonials
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
In particular, a good training option for those with disability or medical conditions.
J. Riley, Bairnsdale, VIC | Call Centre Career Starter Program
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrolment Form – Employment Services and Rehabilitation Providers
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
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 course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
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.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS 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 only 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.
Career Pathways
Future growth
Strong
Unemployment
Low
- Team Leader
- Call Centre Manager
- Customer Service Team Leader
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