Qualification Outline

Date retreived
22/07/2026 5:12 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 Telecommunications (Call Centres)

Certificate IV in Telecommunications (Call Centres)

Qualification
National Code:
ICT40599
State Code:
C089
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
03/11/2000
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
B
Nominal Hours
570
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 FIVE core competencies plus at least TEN electives are to be completed. The electives may be selected from the following groups (as indicated), or minor customisation may be achieved by selecting up to two (equivalent level) approved elective units from other nationally approved training packages. CORE

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

LEADERSHIP UNITS Complete at least 5, with a maximum of 7, elective Units of Competence from the following:

State Code National Code Title Hours Type
C0532 ICTTC237A Contribute to the development of a learning culture within the call centre team environment 40 Unit of competency
C0531 ICTTC236A Facilitate and capitalise on change and innovation 40 Unit of competency
C0530 ICTTC235A Implement and monitor quality and continuous improvement systems and processes 40 Unit of competency
C0528 ICTTC233A Lead a Call Centre team delivering quality customer service 40 Unit of competency
C0525 ICTTC230A Lead, participate in and facilitate the activities of a call centre work team 40 Unit of competency
C0527 ICTTC232A Manage information and information systems in the call centre team environment 40 Unit of competency
C0526 ICTTC231A Manage the operations of a call centre work team to achieved planned outcomes 40 Unit of competency
C0523 ICTTC228A Provide leadership to call centre staff in the achievement of business goals and objectives 40 Unit of competency
3. ELECTIVES

GROUP A Complete a maximum of 2 of the elective Units of Competence from the following:

State Code National Code Title Hours Type
C0512 ICTTC217A Action reports of product/service faults reported by customers 35 Unit of competency
C0503 ICTTC208A Conducting telemarketing campaign involving selling of product/service 35 Unit of competency
C0500 ICTTC205A Manage and build on relationships with customers 35 Unit of competency
C0498 ICTTC203A Navigate and interrogate specific enterprise systems to satisfy customer requirements 35 Unit of competency
C0520 ICTTC225A Process complex billing/account inquiries from customers 35 Unit of competency
C0509 ICTTC214A Process general inquiries from customers and provide associated support and assistance 35 Unit of competency
C0517 ICTTC222A Process low risk credit applications 35 Unit of competency
C0506 ICTTC211A Process sales of complex product/service and where customer is unsure of available solutions 35 Unit of competency
C0515 ICTTC220A Resolve customer complaints 35 Unit of competency
4. ELECTIVES

GROUP B Complete any of the elective Units of Comptence listed below:

State Code National Code Title Hours Type
C0521 ICTTC226A Handle to finality complex account matters, service severance and/or product return for default 40 Unit of competency
C0513 ICTTC218A Negotiate with customers on major product/service faults 40 Unit of competency
C0518 ICTTC223A Process high risk credit applications 40 Unit of competency
C0507 ICTTC212A Process sales which commit both customer and enterprise to considerable financial commitment 40 Unit of competency
C0510 ICTTC215A Provide support to staff and customers on all inquiries and on matters defending enterprise policy 40 Unit of competency
C0516 ICTTC221A Resolve the more complex customer complaints 40 Unit of competency
Replaced By
State Code National Code Title Type
C546 ICT40102 Certificate IV 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 endorsed
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 Training Products and
Information Services on 06/09/00.
Entry Requirements
No information
Traineeships and Apprenticeships
No information