Customer Engagement Certificate II BSB20215

THE PERFECT START TO A CONTACT CENTRE OR CALL CENTRE CAREER

When you enrol in the Certificate II in Customer Engagement, you will learn how to thrive in a call centre environment. Learn the skills to manage your time and work priorities, and how to establish strong working relationships. You will gain an understanding of call centre systems and culture, and be able to apply for job opportunities in contact centres.

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Subject Choices
offered under the Certificate II in Customer Engagement

2 elective subjects are required

  • Start in a Call Centre Role

    This subject covers the different types of call centres and the typical roles you would find in a call centre. It explains the use of metrics and KPIs used in the industry to measure the effectiveness of customer contact. It also provides the understanding of the features, benefits and procedures for key products to enhance customer service and meet organisational goals.

    • Unit(s):
    • BSBCUE205 Prepare for work in a customer engagement environment

    • BSBCMM201 Communicate in the workplace

  • Customer Engagement

    Customer engagement is a key function in many job roles. This subject covers customer service delivery, with emphasis on telephone communication skills and etiquette. The practical activities in the course provide an opportunity to develop key customer communication techniques.

    • Unit(s):
    • BSBCUE203 Conduct customer engagement

    • BSBCUS201 Deliver a service to customers

  • Prioritising Work Tasks

    The key to good work practices in any office or business is to effectively manage your time so that you achieve your goals and targets. Learn how to prioritise and plan your work day. Also learn the important skills of working effectively with other team members and managing personal stress levels.

    • Unit(s):
    • BSBWOR201 Manage personal stress in the workplace

    • BSBWOR202 Organise and complete daily work activities

    • BSBWOR203 Work effectively with others

  • Contribute to Safety in Contact Centres (E)

    This subject covers the skills and knowledge required to work in a healthy and safe manner within a contact centre. You will learn to recognise hazards, the importance of safety signs and how to raise safety issues within a workplace. This is a great entry level subject to help you act and respond in a safe manner and it also covers how to respond to emergency incidents.

    • Unit(s):
    • BSBWHS201 Contribute to health and safety of self and others

  • Workplace Mail and Documents (E)

    This subject covers the handling and receipt of incoming and outgoing mail in accordance with Australia Post Guidelines. Topics also address other delivery systems such as couriers and DX mail. A key focus is to learn how to find the most cost effective delivery option that meets your required time frame for delivery.

    • Unit(s):
    • BSBINM202 Handle mail

  • Outlook - Email Communication (E)

    Outlook is the most commonly used email communication program used by businesses. Throughout this subject you will learn how to use the different features and functions that Outlook has to offer, such as creating emails, contacts and tasks. Learn how to get organised by creating folders and scheduling appointments and meetings for both yourself and others.

    • Unit(s):
    • BSBITU203 Communicate electronically

  • Participate in Sustainability (E)

    Environmental sustainability is everyone’s responsibility. This subject explains what sustainable practices are and how you can follow them in your workplace. Content includes recycling programs and ways to monitor usage of business resources so you can identify money saving practices.

    • Unit(s):
    • BSBSUS201 Participate in environmentally sustainable work practices

Course Fees

Quality Education at a Fair Price

$

880

* - $

2,500



Course Duration

8 months is allowed as the standard part time enrolment term for the Certificate II online TAFE level course in Customer Engagement.

Students who are able to commit more time to their course can finish earlier; while Traineeship terms may be longer.

Entry Requirements

for the Certificate II in Customer Engagement

  • Reading and Writing Skills
    The course is an online correspondence course so you need to have basic English reading and writing skills, or higher. As a guide - you should have completed Year 10 schooling, or have proven workplace written communication skills.
  • Spoken English Skills
    To ensure successful completion of this course you must have sufficient English speaking skills to be able to communicate with your Student Adviser over the phone.
  • Computer and Internet
    • Access to a Desktop Computer or Laptop
    • Internet access with Internet Explorer 8+, Chrome or Firefox
    • Microsoft Office 2010 Word and Subject specific Office products for chosen electives (ie Excel, Powerpoint, Publisher)
  • Other
    • Ability to study and conduct assessments in a safe environment

Career Possibilities

Course Reviews

Don't just take our word for it

  • “ It was fascinating how relevant the course was for the tasks that I encountered daily in the contact centre. ” Sidney L

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Registered trainees use the Traineeships fee checker below.

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This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

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$Price

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This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

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$Price

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