Build resilience in your contact centre team
Contact Centre Solutions
Opportune has integrated the nationally recognised BSB30120 Certificate III in Business qualification to some of the largest contact centres in Australia. We have developed a course which inducts, trains and rewards staff, with minimal time required.
- Up to 50% of the training can be completed as part of induction
- A nationally recognised qualification
- Tailored to maximise staff resilience
Our integrated learning process boosts student completion rates.
Enrol
Qualification briefing
Enrol
Month 1
Attend 5x workshops integrated into your induction
This completes 50% of training
50%
Month 1
by Month 5
On the job practice & skills assessment
Engaging with Customers
65%
by Month 5
by Month 6
Report how you would improve service in the business
80%
by Month 6
by Month 7
On the job practice & skills assessment
Handling Customer Complaints
95%
by Month 7
Month 8
Graduate!
BSB30120 Certification III in Business
Month 8
Being able to offer a nationally recognised qualification, at no cost to our team members, is the most exciting employee benefit we get to share with new talent.
Brittany Neinert People and Talent Manager, TSA Group – Australia
Course content
| Time Period | Stage | What's Covered |
|---|---|---|
| Month 1 | Induction Workshops 50% of training completed after 1 month. | Safety at work Being resilient Planning for success Call techniques Understanding promotions |
| Month 1 - 5 | On the Job Practice & Skills Assessments | Practice skills as you work Demonstrate skills in Engaging with Customers |
| Month 6 | Workshop Demonstration | ‘CEO for a day’ workshop where participants apply the skills they have learnt during the course to try and help improve the business they work within. |
| Month 7 | On the Job Practice & Skills Assessments | Practice skills as you work Demonstrate skills in Handling Customer Complaints |
| Month 8 | Graduation | Participants are qualified in BSB30120 Certificate III in Business |
BSB30120 Certificate III in Business
Opportune has integrated the nationally recognised BSB30120 Certificate III in Business qualification to some of the largest contact centres in Australia. We have developed a course which inducts, trains and rewards staff, with minimal time required on top of existing internal training. We build in course accreditation for internal training on your privacy policy and requirements, product sales, information systems and customer service.
Units of Competency (12)
BSBPEF201 Support personal wellbeing in the workplace (core)
BSBSUS211 Participate in sustainable work practices (core)
BSBTWK301 Use inclusive work practices (core)
BSBWHS311 Assist with maintaining workplace safety (core)
BSBXCM301 Engage in workplace communication (core)
BSBCRT311 Apply critical thinking skills in a team environment (core)
BSBDAT201 Collect and record data
BSBOPS306 Record stakeholder interactions
SIRXPDK001 Advise on products and services
BSBOPS202 Engage with customers
BSBOPS203 Deliver a service to customers
BSBINS307 Retrieve information from records
BSBPEF301 Organise personal work priorities
BSBSUS211 Participate in sustainable work practices (core)
BSBTWK301 Use inclusive work practices (core)
BSBWHS311 Assist with maintaining workplace safety (core)
BSBXCM301 Engage in workplace communication (core)
BSBCRT311 Apply critical thinking skills in a team environment (core)
BSBDAT201 Collect and record data
BSBOPS306 Record stakeholder interactions
SIRXPDK001 Advise on products and services
BSBOPS202 Engage with customers
BSBOPS203 Deliver a service to customers
BSBINS307 Retrieve information from records
BSBPEF301 Organise personal work priorities
Talk to one of our Senior Learning Consultants.
Arrange a Free 30 minute phone or video call, at a time that works for you or email us your questions here.
