Qualification Outline

Date retreived
22/07/2026 6:59 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Certificate II in Customer Contact

Certificate II in Customer Contact

Qualification
National Code:
ICT20102
State Code:
C544
TGA Status:
Deleted
DTWD Status:
Deleted
National Endorsed, State Implementation and Classification
Field of Education
0805 - Sales And Marketing
Original TGA Release Date
08/01/2009
Approved Date
20/03/2003
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
320
Duration
1 Semester
Current Release Number
1.00
Current Release Date
08/01/2009
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 08/01/2009 Current Approved
Description
Schedule
1.

COMMON CORE - Learners to complete seven (7) core units. Learners to select and complete either C5385 - ICTCC111A - Respond to inbound customer contact OR C5386 - ICTCC112A - Conduct outbound contact operations.

State Code National Code Title Hours Type
C5383 ICTCC101A Communicate effectively in a customer contact centre 40 Unit of competency
C5386 ICTCC112A Conduct outbound contact operations 30 Unit of competency
C5382 ICTCC100A Follow Occupational Health and Safety policy and procedures 20 Unit of competency
C5389 ICTCC130A Provide quality customer service 40 Unit of competency
C5385 ICTCC111A Respond to inbound customer contact 30 Unit of competency
C5388 ICTCC121A Use an enterprise information system 40 Unit of competency
C5387 ICTCC120A Use basic computer technology 50 Unit of competency
C5384 ICTCC110A Work effectively in a contact centre environment 40 Unit of competency
2.

ELECTIVES - Learners to select and complete a total of two (2) elective units from the group listed below. Learners may substitute one or both of the electives from the following: Level 3, Group 3 electives and/or Level 4, Group 4 electives and/or electives from Certificate II level in another endorsed training package.

State Code National Code Title Hours Type
C5396 ICTCC270A Conduct data collection 40 Unit of competency
C5390 ICTCC231A Fulfil customer requests 35 Unit of competency
C5395 ICTCC261A Process basic customer account enquiries 35 Unit of competency
C5394 ICTCC260A Process low risk credit applications 10 Unit of competency
C5391 ICTCC241A Process sales 30 Unit of competency
C5392 ICTCC251A Receive and action customers fault reports 30 Unit of competency
C5393 ICTCC252A Resolve customer complaints 40 Unit of competency
3.

ELECTIVES - LEVEL 3 - Learners may select a maximum of two (2) electives from this group as substitution of total electives.

State Code National Code Title Hours Type
C5402 ICTCC340A Conduct a telemarketing campaign 40 Unit of competency
C5401 ICTCC331A Deploy customer service field staff 25 Unit of competency
C5400 ICTCC330A Manage customer relationships 35 Unit of competency
C5398 ICTCC301A Manage workplace relationships in a contact centre 40 Unit of competency
C5404 ICTCC351A Negotiate with customers on major faults 40 Unit of competency
C5397 ICTCC300A Organise work priorities and development 40 Unit of competency
C5407 ICTCC361A Process complex accounts, service severance and defaults 40 Unit of competency
C5406 ICTCC360A Process high risk credit applications 40 Unit of competency
C5403 ICTCC341A Provide sales solutions to customers 40 Unit of competency
C5405 ICTCC352A Resolve complex customer complaints 40 Unit of competency
C3959 ICAITU133A Send and retrieve information over the Internet using browsers and email 20 Unit of competency
C5399 ICTCC320A Use multiple information systems 40 Unit of competency
4.

ELECTIVES - LEVEL 4 - Learners may select a maximum of two (2) electives from this group as substitution of total electives.

State Code National Code Title Hours Type
C5415 ICTCC471A Acquire product or service knowledge 30 Unit of competency
C5412 ICTCC420A Administer customer contact telecommunications technology 25 Unit of competency
C5417 ICTCC473A Analyse information 40 Unit of competency
C5420 ICTCC482A Develop teams and individuals in a contact centre 50 Unit of competency
C5416 ICTCC472A Gather, collate and record information 40 Unit of competency
C5410 ICTCC412A Implement continuous improvement in a contact centre 50 Unit of competency
C5413 ICTCC431A Implement customer service strategies in a contact centre 50 Unit of competency
C5414 ICTCC470A Implement information systems in a contact centre 50 Unit of competency
C5411 ICTCC413A Lead innovation and change in a customer contact centre 50 Unit of competency
C5408 ICTCC410A Lead operations in a contact centre 50 Unit of competency
C5419 ICTCC481A Lead teams in a contact centre 50 Unit of competency
C5409 ICTCC411A Monitor safety in a contact centre 40 Unit of competency
C5418 ICTCC480A Provide leadership in a contact centre 50 Unit of competency
Replaces
State Code National Code Title Type
C087 ICT20499 Certificate II in Telecommunications (Call Centres) Qualification
VET Info Notes
This training program is a representation of the qualification code ICT20102 taken from the Telecommunications Training Package ICT02 which should be consulted for full description of requirements. ICT02 is endorsed until 30/09/2005.

1. This qualification is the copyright of The Australian National Training Authority.

2. Further information on this qualification is contained in the training Package available from Australian Training Products Ltd., Tel: (03) 9630 9836.

3. This qualification was entered on to STARS by the Central TAFE on 24/02/03.
Entry Requirements
No information
Traineeships and Apprenticeships
No information