Qualification Outline
22/07/2026 12:45 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 IV in Customer Contact
Certificate IV in Customer Contact
ICT40102
C546
Deleted
Deleted
National Endorsed, State Implementation and Classification
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) 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 - Level 4 - Learners to select and complete a total of eight (8) units from the group below. Learners may subsitute a maximum of 4 electives from Level 4 as follows: *A maximum of two (2) electives from level 3, Group 3 electives. * A maximum of four (4) electives from Certificate IV level in another endorsed Training Package.
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 |
| C5404 | ICTCC351A | Negotiate with customers on major faults | 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 |
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C089 | ICT40599 | Certificate IV in Telecommunications (Call Centres) | Qualification |
No information
Entry Requirements
No information
Traineeships and Apprenticeships