Customer Contact Industry

These courses have been developed in partnership with the Auscontact Association of Australia, the leading industry body for the contact centre industry.

All courses have been mapped to Australian standards and can be customised to your brand. They can be delivered as non-accredited internal training for your team members, future leaders, leaders and managers and can lead to nationally recognised qualifications.

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What you’ll get

  • Customisable content & eLearning quizzes are provided in Word documents.

  • Finished product is developed into RISE SCORM files ready to deliver as non-accredited internal training.

  • Courses are rebranded and personalised for a tailored brand training solution.

Customer Contact Learning Pathways

Expand the lists below to see the topics included in each course.

Team Members

  • WCC.01 World of Work

    WCC.02 Organisational Standards

    WCC.03 Effective Work Habits

    WCC.04 Work with Others

    Maps to.. BSBOPS201 Work effectively in business environments

  • WS.01 Safety at Work

    WS.02 People

    WS.03 Working Safely

    WS.04 Hazards and Risks

    WS.05 Emergencies

    Maps to… BSBWHS211 Contribute to the health and safety of others

  • TMB.01 Goals

    TMB.02 Time Management

    TMB.03 Planning

    TMB.04 Review Performance

    Maps to.. BSBPEF202 Plan and apply time management

  • CMB.01 Communication Skills

    CMB.02 Verbal Communication

    CMB.03 Non-Verbal Communication

    CMB.04 Written Communication

    Maps to.. BSBCMM211 Apply communication skills

  • DC.01 Digital communication

    DC.02 Receive digital communication

    DC.03 Send digital communication

    Maps to.. BSBTEC202 Use digital technologies to communicate in a work environment

  • BS.01 Workspace

    BS.02 Information and data

    BS.03 Technology

    BS.04 Reviewing, saving and storing

    Maps to.. BSBTEC201 Use business software applications

  • HW.01 Factors Impacting Wellbeing

    HW.02 Manage Your Wellbeing

    HW.03 Wellbeing Resources

    HW.04 Seek Support

    Maps to.. BSBPEF201 Support health and wellbeing in the workplace

  • SS.01 Sustainability at Work

    SS.02 Measuring Impact

    SS.03 Workplace Environmental Hazards

    SS.04 Sustainable Work Practices

    Maps to.. BSBSUS211 Participate in sustainable work practices

  • PAS.01 Products & Services

    PAS.02 Commercial Awareness

    PAS.03 Customer Service

    Maps to.. SIRXPDK001 Advise on products and services

  • CEB.01 The Customer Experience Role

    CEB.02 Customer Communication

    CE3.0B Meeting Standards

    CEB.04 Customer Expectations

    CEB.05 Handling Complaints

    CEB.06 Evaluation and Feedback

    Maps to.. BSBOPS305 - Process customer complaints

    BSBOPS304 - Deliver and monitor a service to customers

  • WKP.01 Work Goals and KPIs

    WKP.02 Develop Work Plan

    WKP.03 Monitor Work Plan

    WKP.04 Personal and Professional Development

    Maps to.. BSBPEF301 Organise personal work priorities

  • EGC.01 Workplace Communication

    EGC.02 Planning Communication

    EGC.03 Respectful Communication

    EGC 04 Engaging Communication

    Maps to.. BSBXCM301 Engage in workplace communication

  • WKD.01 Diversity, Equity and Inclusion

    WKD.02 Respecting Individual Differences

    WKD.03 Inclusive Practice

    Maps to.. BSBTWK301 Use inclusive work practices

  • HDC.01 Complaints

    HDC.02 Complaint Assessment

    HDC.03 Complaint Processing

    HDC.04 Complaint Resolution

    Maps to.. BSBOPS305 Process customer complaints

  • CRT.01 Workplace Problems

    CRT.02 Evaluate Solutions

    CRT.03 Finalise and Review

    Maps to.. BSBCRT311 Apply critical thinking skills in a team environment

  • MKP.01 Marketing & Promotions

    MKP.02 Market Analysis

    MKP.03 Marketing Campaign

    MKP.04 .Marketing & Promotional Activities

    Maps to.. SIRXMKT001 Support marketing and promotional activities

  • WHS.01 Legislation

    WHS.02 Compliance

    WHS.03 Work with Others

    WHS.04 Risk Management

    WHS.05 Reporting

    Maps to.. BSBWHS311 Assist with maintaining workplace safety

Future Leaders

  • Coming Soon

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  • DVP.01 Plan Presentations

    DVP.02 Prepare Presentations

    DVP.03 Deliver Presentations

    DVP.04 Evaluate and Improve Presentations

    Maps to.. BSBCMM411 Make presentations

  • LDC.01 Preparing for difficult conversations

    LDC.02 Facilitating difficult conversations

    LDC.03 Follow up and review

  • Coming Soon

  • LPR.01 Prepare Work Schedule

    LPR.02 Implement Work Schedule

    LPR.03 Reflect and Review

Leaders

  • CBT.01 Collaboration

    CBT.02 Existing Collaborative Technology

    CBT.03 New Collaborative Technology

    CBT.04 Business Case

    CBT.05 Implementation Plan

    Maps to.. BSBTEC404 Use digital technologies to collaborate in a work environment

  • BUR.01 Business Development

    BUR.02 Business Relationships

    BUR.03 Review Business Development

    Maps to.. BSBTWK401 Build and maintain business relationships

  • Coming Soon

  • LHW.01 Health & Wellbeing Framework

    LHW.02 Manage Wellbeing

    LHW.03 Manage Physical Health

    LHW.04 Health & Wellbeing Strategies

    Maps to.. BSBPEF401 Manage personal health and wellbeing

  • LOP.01 Preparing for a Plan

    LOP.02 Building the Plan – Why, How, Who & When?

    LOP.03 Building the Plan – What with?

    LOP.04 Building the Plan – What if?

    LOP.05 Building the Plan – How well?

    LOP.06 Controlling and Adjusting the Plan

    Maps to.. BSBOPS402 Coordinate Business Operational Plans

  • LCM2.01 Identify Context for Communication

    LCM2.02 Clarify Message and Engage Communication

    LCM2.03 Take Follow-Up Actions

    Maps to.. BSBLDR401 Communicate effectively as a workplace leader

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  • MFP.01 Learning the basics

    MFP.02 Implement and Manage Financial Plans and Budgets

    MFP.03 Team and Effective Leadership

    Maps to.. BSBFIN501 Manage budgets and financial plans

  • Coming Soon

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Managers

  • OPP.01 Preparing for a Plan

    OPP.02 Building the Plan – Why, How, Who & When?

    OPP.03 Building the Plan – What With?

    OPP.04 Building the Plan – What If?

    OPP.05 Building the Plan – How Well?

    OPP.06 Controlling and Adjusting the Plan

  • CST.01 Prepare for Communication

    CST.02 Communication Strategies

    CST.03 Facilitate Communication

    CST.04 Support Communication

  • Coming Soon

  • LBS.01 Providing WHS Info to the Team

    LBS.02 WHS Participation Arrangements

    LBS.03 Hazards and Risk Assessments

    LBS.04 Reports and Records

  • Coming Soon

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Customer Contact Qualification Pathways

  • BSB20120 Certificate II in Workplace Skills

  • BSB30120 Certificate III in Business

  • BSB40520 Certificate IV in Leadership and Management

  • BSB40120 - Certificate IV in Business

  • BSB50120 - Diploma of Business

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