1300 582 687
Prepare to enter the busy customer contact industry!
Working in a contact centre requires excellent customer service, problem solving and negotiation skills. This microcredential provides the necessary training to impress interviewers and demonstrate your ability to thrive in this booming industry.
You will develop skills in verbal communication, active listening, accountable customer service, telephone etiquette and understand employer expectations in a professional environment.
The Contact Centre Experience includes the following nationally accredited units:
- BSBCMM211 Apply communication skills
- BSBOPS203 Deliver a service to customers
- BSBCRT201 Develop and apply thinking and problem solving skills
On successful completion, learners will receive a Statement of Attainment for all accredited units.
When you study with genU Training, we want you to succeed. Entry requirements allow us to make sure that you have the right pre-existing knowledge and skills to achieve your chosen course. You will need to provide evidence that you meet the requirements listed in this section.
Entry requirements
There are no entry requirements for this course. You can apply for this course now.
Study requirements
During your study, you will need to meet specific requirements that are necessary for you to complete your course work and be successful:
- Students will need to demonstrate that they have the appropriate language, literacy and numeracy (LLN) skills
What will you learn?
- Verbal communication skills
- Active listening and rapport building
- Open-ended questioning techniques
- Correct telephone etiquette
- Understanding employer expectations
- Accountable customer service
- Complaints management procedures
- Techniques to manage difficult situations
- Identifying and defining problems effectively
- Problem-solving strategies in real-world scenarios
- Collaboration and decision-making
After completing this course you will have a good understanding of the customer contact industry and be confident to take on an entry level role.
The Contact Centre Experience is a micro-credential for professional development. It will help aid your job seeking process and provide your potential employers with the confidence that you have achieved these skills.
Pricing varies based on location, group size, and eligibility criteria. For detailed information, please call genU Training on 1300 582 687 or contact us online.
The Contact Centre Experience can be studied in the following modes and times:
On-campus (day): Study face to face (in a classroom setting)
4 consecutive days: 9:30am – 4:00pm
Time zones: Virtual Training Room classes run on AEST/AEDT time zones
Please select your preferred course location and date from the list below.
Click the Apply button and complete the online application. Once we receive your application, our Customer Enquiries Team will contact you to progress your application and advise of next steps. Find out more about the application process.
If you need support to complete your application, we are happy to help. Simply call 1300 582 687 or contact us online.
genU Training is committed to creating a respectful and inclusive environment for all learners. As part of our registration as an RTO, we are required to report certain demographic data, and the systems we currently use limit some response options. While these questions are a legal requirement and do not affect the quality of training we deliver, we acknowledge that they may not fully capture the diverse range of identities and experiences, particularly regarding gender, disability, legal and preferred names and employment status.
To better support our inclusive community, we may ask for additional information during the Pre-Training Review Interview, including your preferred name, gender identity, disability, or other relevant details. This ensures we meet reporting requirements, provide appropriate learning supports, and communicate with you in a way that aligns with your preferences. Your input is valued and helps us create a learning experience that respects and reflects who you are.