The Virtual Contact Centre Experience

The Virtual Contact Centre Experience

At genU Training we have designed a 2 day online Contact Centre Experience program to prepare you for the rapidly growing Contact Centre Industry.

Trained “live” by our industry expert in our virtual classroom we will take you into the exciting world of the modern contact centre and help you get one step closer to working in the industry.

You will develop skills in verbal communication, understanding employer expectations, active listening, accountable customer service, telephone etiquette and more.

This course includes non-accredited content with the addition of the following nationally accredited unit(s):

• BSBOPS203 – Deliver a service to customers

What will you learn?

• Verbal communication skills
• Understanding employer expectations
• Telephone etiquette
• Active listening skills
• Complaints management procedures
• Accountable customer service
• Rapport building
• Confidence
• Open-ended questioning techniques
• Techniques for managing difficult situations

Session Content

Digital Badge – The Virtual Contact Centre Experience

Upon successful completion, you will earn a recognised Training U For Work microcredential which is a great addition to your resume and can be verified by an employer anywhere, any time!

Upon successful completion, a nationally recognised Statement of Attainment will be issued for the following units of competency:

• BSBOPS203 – Deliver a service to customers

Assessment 

You will be assessed through out the training sessions, and will be required to demonstrate the knowledge and skills to gain competency over two assessments:

• Written questions
• Skills practice session

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:

1. Language, Literacy and Numeracy

Students will need to demonstrate that they have the appropriate language, literacy and numeracy (LLN) skills

2. Your agreement

Please note this training will be recorded for video assessment evidence

3. Your workstation

Make sure you have a suitable area to complete your training, e.g.  Desk/table, comfortable chair, no tripping hazards and room to move around for assessment.
The training goes for 6 hours so please make sure you’ve got access to water/tea/coffee (you will also get a lunch break).

4. Your setup

Your training can be completed anywhere you have access to data/Wifi on a Desktop Computer, Laptop, Tablet or Mobile Phone.

You will need to download & have access to Zoom (video conference software) prior to your training, this will allow you to login to your ‘live’ training sessions, you can do this by searching Zoom in:

• App Store on your IPhone/IPad/MacBook
• Google Play on your Android phone/tablet
• Copy & Paste the following link on your laptop or desktop computer web browser: https://zoom.us/download

Please note: You will need access to turn your Camera and Microphone on as required when using Zoom.

You must complete your online enrolment to gain access to the Learning Management System (LMS) online learning login details.

What you will get from us

An email from us 24 hours prior to your training, this email will  include:

• A link for you to click on that will automatically open your Zoom app  and take you to your ‘live’ training session on the day of your training. Please ensure you click this link 10 minutes prior to your training start time
• Instructions of how to login to the LMS to complete your online learning activities and view demonstrations.

Australian residents can access this course via our full fee for service rate.

* Course costs may vary subject to location and equipment requirements

There may also be other charges such as material or amenities fees. A genU Training staff member will assist you in determining your course fees and a statement of fees detailing all course charges will be provided prior to enrolment.

For full details of genU Training’s course fees please view our Fees & Charges page.

genU Training offer The Virtual Contact Centre Experience, in the following format:

Virtual Training Room – Study in real time online with instructor-led sessions via video conferencing, supplemented with guided activities via the Learning Management System (eLearning)

2 consecutive days (11:00am – 5:00pm AEST/AEDT) 

Need assistance or have a question. Please contact the Training U For Work team on:

Hours: Monday to Friday, 9:00am to 5:00pm (AEST/AEDT)

Office: 1300 582 687 (option 4) ; or

Direct: 0477 026 638 ; or

Email: traininguforwork@genu.org.au