The revised version of a series 3 Toolbox provides online training for students interested in entering the Customer Contact Centre industry. The Toolbox covers eight units of competency in Certificate III in Telecommunications (Customer Contact Centre)- one core unit and seven electives, focussing on the customer service aspects of the industry. As in the Certificate II Toolbox, this Toolbox is set in the "virtual' Bushland Blooms Customer Contact Centre. This is a medium sized customer contact centre dealing with inbound and outbound calls, including telemarketing. Bushland Blooms supplies a range of garden products and services, both to retailers and the general public. Students assume the role of an agent in the Customer Contact Centre. Activities are based around a set of real life problems for the student to resolve, with the aid of a supporting framework of information that includes the Agent Support Manual, industry experts, industry magazines and an extensive bank of audio files.

The Teacher/Trainer/Facilitator has a prominent role in managing the learning of students. Collaborative learning is a key feature and activities encourage interaction between the student/teacher and the student/student by utilising email, the bulletin board or a chat room. There is scope for flexibility with team or role/play activities that can be conducted using the telephone, online or in a face-to-face or workplace training environment.

The Toolbox is presented in two versions on CD:

- Registered Training Organisation (RTO) CD - the full version containing instructions for installation on a web server and a Teacher's guide.

- Learner CD - this contains learning content only.

For a preview of this toolbox cut and paste the following link onto your browser:

http://toolboxes.flexiblelearning.net.au/series4/418.htm

Noted Product  This product has been noted by the National Quality Council (NQC) as suitable for use in the delivery of Training Package based qualifications.What are noted resources?