Certificate II and Certificate III in Customer Contact

In response to the initiative of the Foundation of Australian Agricultural Women to link employers with skilled women from rural and remote areas who can work from home, Aspin (a training consultancy organisation who employs teleworkers based all over Australia) is delighted to be able to offer nationally accredited qualifications in customer contact/call centre operations to enhance the employability of rural and remote women as skilled teleworkers in a range of industry areas. 

The qualifications are Certificate II and Certificate III in Customer Contact. Training is to be provided FREE of charge to eligible women.

What does the training cover?

Certificate II

Certificate II level training develops entry level skills in the areas of telephony, call centre computing and customer service. Participants will learn about:

  • communicating effectively
  • working in teams
  • providing customer service
  • responding to inbound and outbound calls
  • using telephone and computer technology
  • occupational health and safety
  • telemarketing
  • managing work priorities.

Certificate III

Certificate III level training covers all of the above and also includes:

  • work priorities and development
  • managing workplace relations in call centre environment
  • using multiple information systems
  • managing customer relations
  • providing sales solutions for customers and
  • processing basic customer account enquiries.

How is the training delivered and assessed?

The majority of the training will be via online eLearning programs supported by virtual classroom, teleconferencing and a Help Desk facility. Participants may take up to 3-4 months to complete the program on the basis of approximately 10 hours study per week. Assessment will be related to the work environment and may include:

  • assessment tasks in the eLearning programs
  • a work-based project
  • presentations via virtual classroom where applicable.

What are the benefits of the training?

The benefits of the training program are that participants will:

  • be able to complete the qualification at home via online learning and some face to face start up workshops in regional centres
  • be able to apply for home based or remote worker employment opportunities
  • gain a nationally recognised qualification on successful completion of the training and assessment
  • have a pathway into higher qualifications.

When does the training commence?

Training programs are scheduled to commence in mid to late August 2008.

What possible employment opportunities might be available?

Successful completion of the nationally recognised Certificate II in Customer Contact or Certificate III in Customer Contact will enable participants to confidently apply for remote, home based teleworker positions in a range of industry sectors such as health and community services, emergency services, community help services and the financial services sector. Participants could apply for positions such as:

  • Customer call centre representatives
  • Help desk, product and information agents
  • Telesales representatives or consultants
  • Telemarketers/researchers
  • Teleclaims officers
  • Telephone customer service officers
  • Over the phone loans officers
  • Teleclaims officers

Expressions of Interest

If interested please complete the Expression Of Interest Form.

Please note if you are not already logged in, you will need to register and/or log in, to download the form.

Further Information

For further information about the training and participant eligibility, please email info@aspinonlineconsulting.com.au telephone 03 9898 4732.