Business Programs
 |
BSB30207 Certificate III in Customer Contact |
|
overview
- certificate requirements
- relevant job roles
- delivery
- fees
- recommended program
- skills sets - what you receive - entry points - exit points |
Overview
| Fees |
|
|---|---|
| Funding |
|
| Delivery Methods |
|
| Normal Duration |
|
| Qualification requirements |
|
| Enrolment |
|
HBTA is proud to offer jobseekers aged 18 - 65 the Certificate III in Customer Contact through the Productivity Places Program, an Australian Government initiative. Jobseekers can find further information in this PDF Brochure as well as at the Program website: http://www.productivityplaces.deewr.gov.au/job_seekers.htm.
This Certificate programme is designed to provide candidates with a broad range of skills suited to customer contact, sales and support roles. There are also units on management and leadership, ideal for those who have a supervisory or team leadership role.
To simplify workshop delivery under the Productivity Places Program, we have specified all electives for this qualification. The combination of core ane electives will provide applicants with a generic skill set suited to most sales representative roles. Unfortunately, Productivity Places Program rules prevent us from offering a qualification with a focus on administration electives.
- top -
Certificate III in Customer Contact requirements
You will need to complete 12 units of competency to complete the full BSB30207 Certificate III in Customer Contact. The combination of required core and elective units is identified on our enrolment form. To simplify workshop delivery, all six elective units have been pre-selected. However, if you are employed in (or seeking employment in) a job role that requires different units, you are welcome to discuss your requirements with us first.
Entry requirements
HBTA does restrict enrolments to clients aged 18 - 65 with a minimum Year 10 level of English and Maths. You will not need to own a computer, but will be expected to complete some tasks electronically for some units. Purchase of a computer and/or MS Office is not required, but access to unit-specific software outside of workshops is highly recommended for both practice and assessment purposes.
Prerequisite and Corequisite requirements
There are no prerequisite entry requirements for any unit in this qualification. Some units build on information presented in the Certificate II in Customer Contact, but it is not essential that you complete this qualification first.
- top -
Relevant job roles
This qualification is suited to a broad range of job roles. Possible job titles include:
- Call/Contact Centre Agent
- Customer Service Representative
- Sales Representative
- Senior Customer Service Representative
- Telesales Representative
Please contact us for details about specific units which might be suited to particular job roles.
- top -
Delivery
Delivery Methods
Workshops are scheduled at weekly intervals for normal ("fee for service") enrolments in this program due to the number of practical assessment tasks required. Mentoring is available for distance education students if required. A minimum of six confirmed enrolments is required for us to facilitate a workshop. If we do not have a minimum of 6 enrolments to facilitate a workshop, you will be offered either a deferral or distance education with mentoring.
Seminars/workshops can also be facilitated for specific units, subject to sufficient enrolments being confirmed.
Mentoring is available for distance education students if required. We ask that telephone contact be restricted to between 8:30 AM and 7:00 PM during weekdays. Emails can, of course, be sent at any time and your trainer/assessor will usually respond within 24 hours.
Please contact us for further details, particularly if there are identified delivery/assessment issues for a unit or units which you need to include, or you wish to confirm an appropriate selection for a specific job role.
Productivity Places Program enrolments
If you are enrolled through the Productivity Places Program, you can complete the program through either workshops or distance education. Should there be less than 6 enrolments to conduct a workshop in any given cycle, we will discuss delivery arrangements with you. You will not be disadvantaged through insufficient enrolments for a given start-date.
However, if you enrol in workshops, attendance becomes mandatory with documented explanations being required should you be unable to attend any given session.
Applicants also need to note that you cannot combine an Existing Worker Traineeship with a Productivity Places Program - Job Seeker enrolment. You are also unable to apply for both a Productivity Places Program and for Austudy/Abstudy/Education Supplement from Centrelink.
Delivery issues
The following units have delivery issues which you need to be aware of:
- BSBCCO301A Use multiple information systems
- requires access to a computer with MS Outlook and/or MS Excel to complete some exercises
Detailed information about these units is available on the National Training Information System search engine.
- top -
Fees & charges
Enrolment fees are listed on our enrolment form and information brochure. They include all training resources needed to complete your program but exclude internet access, computer equipment and software, travel costs and/or self-catering expenses.
Applicants who succeed in obtaining funding through the Productivity Places Program will have all enrolment fees fully covered. However, you will still be obliged to cover stationery, self-catering, transport and internet access charges outside of workshops.
If you apply for recognition of prior learning or current competencies but your evidence is not sufficient, you may be liable for an additional $52.80 per unit to cover any gap training and assessment.
These fees do not carry GST. However, we do apply GST to our service charges. These are listed on our Fees and Charges page.
- top -
Recommended program
Our enrolment form includes "Highly Recommended" and "Optional" elective groupings of units. We recommend enrolling in all of the units contained within the "Core" (obligatory) and "Highly Recommended" (elective) clusters.
Of course, you are free to make your own selection from these units provided that all six core units are always included and you select a total of twelve units for the Certificate III in Customer Contact.
- top -
Certificate III in Customer Contact skill sets
There are no official skill sets identified for this qualification. However, we recognise that there are times when what you need is training in or recognition of specific skills rather than a full qualification.
We are happy to provide custom skills sets to suit your particular needs. You are welcome to contact us and discuss your requirements either for personal or organisation training and development.
- top -
What you receive
Applicants who have successfully met all competency requirements will receive a Certificate III in Customer Contact upon completion of their program.
All skill sets are acknowledged by either a Statement of Attendance or a Statement of Attainment. The latter can only be issued to those who have met all competency requirements for the unit/s relevant to that skill set.
- top -
Entry Points include:
- after achieving BSB20207 Certificate II in Business or other relevant qualifications or
- providing evidence of competency in the majority of units required for the BSB20207 Certificate II in Business or other relevant qualifications or
- with limited vocational experience assisting in a range of work settings without a formal business qualification or
- individuals who have secured employment in a relevant job role or
- individuals who seek employment in a relevant job role
- top -
Exit Points include:
- improved opportunities for employment in a relevant job role
- progression to Certificate III qualifications such as
- top -
Last updated on September 18, 2008