VETAB Accredited Customer Contact Courses
The Call Centre of Excellence provides professional training and support to assist our candidates in developing strong communication, customer service and contact centre skills to successfully enter (or re-enter) the workforce whether it be by Pre-Employment Training and/or Traineeships.
Many of our candidates come from a disadvantaged background, are returning to the workforce after a long absence (often as the result of caring for children or older relatives) or are seeking a career change. We strive to give them well rounded training, not only in the assessable skills needed to work in customer service, but also the soft skills required for the industry and to gain a successful position in the industry. These skills include:
- Interpersonal skills
- Interviewing techniques
- Self confidence and Self Esteem
- Assertiveness, and
- Goal Setting and achieving targets
We help them develop the necessary tools to apply for and be successful in contact centre employment or traineeships. The result is stronger self-esteem, wellbeing and overall lifestyle improvement.
All of CCE's programs have been designed in consultation with the contact centre industry to reflect the role of a Customer Service Operator. It includes theoretical and practical modules including many role plays and teamwork tasks.
Our courses include visits to local contact centres or are held on an organisation's premises so participants can experience a working contact centre in action. There they can talk to workers and management to gain a better understanding of both the working environment and the skills needed to be a successful Customer Service Representative. Some visits include giving the participants a chance to ‘double jack’ and listen in on calls.
CCE's Pre-Employment Training is structured to run over two weeks and is conducted in a relaxed and friendly environment to ensure all participants feel comfortable and included.
Call Centre of Excellence offers opportunities for funding through Government initiatives in partnership with approved Registered Training Organisations. This means our graduates are guaranteed a nationally recognised qualification.
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