Certificate II in Telecommunications (Call Centre)

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unit overview

ICTTC200A Use telecommunications technology in receiving/making calls in the call centre environment

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ICTTC201A Use basic computer technology to process enterprise and customer data

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ICTTC202A Use specific enterprise systems to satisfy customer requirements

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ICTTC204A Provide quality customer service

unit overview ICTTC206A Respond to inbound calls relating to a specific marketing campaign
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ICTTC207A Conduct outbound telemarketing campaign

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ICTTC210A Process sales of limited product/service from incoming inquiries

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ICTTC213A Provide support and assistance to customers relating to a particular product/service

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ICTTC219A Resolve complaints dealing with specific product/service