1300 582 687
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.
nThis course includes non-accredited content with the addition of the following nationally accredited unit(s):
- BSBOPS203 – Deliver a service to customers
Session Content
| Day 1 (AEST/AEDT) | Session |
| 11:30am – 1:00pm | Real time instructor led training session via video conference |
| 1:00pm – 1:30pm | Break |
| 1:30pm – 3:00pm | Complete online eLearning activities and view demonstrations via Learning Management System |
| 3:00pm – 3:45pm | Real time instructor led training session via video conference, answer multiple choice questions with trainer |
| Day 2 (AEST/AEDT) | Session |
| Allotted time | Assessment activities for BSBOPS203 via video conference (45 minutes allotment) – assessment time will be provided on Day 1. |
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.
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.
Digital literacy skills
Intermediate computer skills such as internet browsing, email, word processing, and presentation software.
Workstation setup
You will need a quiet space for study that has stable internet connection. You will also need:
- Web camera, microphone and speakers
- Smartphone
- Earbuds or headphones
- Zoom video conferencing software
Please note: You will need to turn your camera and microphone on, as required when using video conferencing.
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
Digital Badge – The Virtual Contact Centre Experience
The Virtual Contact Centre Experience is a microcredential 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.
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
Time zones: Local state time zones are observed.
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. You can 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.