Qualification Outline

Date retreived
22/07/2026 6:38 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 Telecommunications (Call Centres)

Certificate II in Telecommunications (Call Centres)

Qualification
National Code:
ICT20499
State Code:
C087
TGA Status:
Deleted
DTWD Status:
Archived
National Endorsed, State Implementation and Classification
Field of Education
0313 - Electrical And Electronic Engineering And Technology
Original TGA Release Date
23/09/1997
Approved Date
29/10/1999
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
320
Duration
Unspecified
Current Release Number
1.00
Current Release Date
23/09/1997
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 23/09/1997 Current Archived
Description
Schedule
1. CORE

To obtain this qualification, all core competencies plus at least four elective units of competence must be achieved.

State Code National Code Title Hours Type
C0499 ICTTC204A Provide quality customer service 35 Unit of competency
C0508 ICTTC213A Provide support and assistance to customers on matters relating to a particular product (s)/ service 35 Unit of competency
C0496 ICTTC201A Use basic computer technology to process enterprise and customer data in the call centre environment 35 Unit of competency
C0497 ICTTC202A Use specific enterprise systems to satisfy customer requirements 40 Unit of competency
C0495 ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment 35 Unit of competency
2. ELECTIVES

Four Units of Competence must be achieved from the following:

State Code National Code Title Hours Type
C0511 ICTTC216A Action reports of faults reported by customers relating to specific product/service 35 Unit of competency
C0504 ICTTC209A Conduct data collection for market research, opinion polls, customer surveying 35 Unit of competency
C0502 ICTTC207A Conduct outbound telemarketing campaign 35 Unit of competency
C0505 ICTTC210A Process sales of limited product/service from incoming inquiries 35 Unit of competency
C0519 ICTTC224A Provide basic assistance to customers in relation to account inquiries 35 Unit of competency
C0514 ICTTC219A Resolve complaints dealing with specific product/service 35 Unit of competency
C0501 ICTTC206A Respond to inbound calls relating to a specific marketing campaign 35 Unit of competency
Replaced By
State Code National Code Title Type
C544 ICT20102 Certificate II in Customer Contact Qualification
VET Info Notes
GENERAL NOTES

1. This training program is a representation of the qualification
ICT20499 taken from the Telecommunications Training Package (ICT97) which
should be consulted for full descriptions of requirements. ICT97 is
accredited until 23/09/2000.

2. This qualification is the copyright of the Australian National
Training Authority (ANTA). Training providers who wish to deliver this
qualification must be registered by their State accrediting body.

3. Further information on this qualification is contained in the
Training Package available from Australian Training Products Ltd (tel: 03 9630
9836) or from the ITAB/ITC.

4. This course was entered on to the CMS by West Coast College of TAFE
on 08/10/1999.
Entry Requirements
No information
Traineeships and Apprenticeships
No information