Certificate III in Customer Contact: Over 100 CCA staff graduate

Contact Centres Australia (CCA) has graduated over 100 of its call centre operators with a Certificate III in Customer Contact. Its latest batch of 12 students graduated in August 2008.

Based in Surry Hills, Sydney, CCA has over 250 call centre operators working on a variety of inbound and outbound sales and customer service roles for clients ranging from large consumer brands to smaller companies.

"The course demonstrates our continued commitment to further educate our staff
and produce high-quality outcomes for our clients", said Benjamin Crabbe.
"It ensures everyone has sufficient skills for our clients’ varied and demanding needs."

CCA is a 180-seat call centre employing both permanent and casual staff. Casual staff can only graduate to being permanent staff if they complete the Certificate III in Customer Contact.

The course covers a variety of communication skills including verbal and non-verbal communication, managing customer relations, dealing with challenging complaints and providing quality customer service. It teaches key telemarketing and inbound call handling skills and covers some technical skills in the use of technology in a call centre and occupational health and safety.