The Diploma of Customer Engagement focusses on the practical application of realistic call centre operational and management skills in a competitive marketplace. You will build upon your past call centre experience and learn the skills required for effective call centre operations: quality planning, ensuring staff development, sales planning, and integrating proactive customer engagement.
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1 - 3 electives are required (depending on subjects chosen)
This diploma level task goes beyond theory and asks learners to apply the principles of operational planning and continuous improvement in a realistic workplace scenario. Learners will carefully analyse business results to build an improved operational plan that takes into account the key elements consultation and communication, goal setting, monitoring, training, recruitment, resource procurement and embedding continuous improvement opportunities.
Coaching and mentoring are important ways to support workplace learning. This subject has tips on coaching and mentoring skills as well as ways to provide constructive feedback. A key topic is how to evaluate coaching, professional development activities and workplace training efforts.
This subject takes you through developing sales plans, budgets and KPIs, as well as achieving sales budget requirements, understanding sales management techniques, promotional activities and working with teams to implement sales plans. It includes topics such as team consultation, team motivation and mentoring as well as cost consciousness.
Implementing and incorporating contact centre operations within an organisation is an ideal way of centralising and streamlining support. In this subject the learner will review the inter-dependencies between a contact centre and other departments, and determine the best way to centralise these services. You will look at various techniques to ensure that all relevant information is captured for the optimal outcome of the implementation, using a case study example.
Managing a team is a challenging responsibility. This subject focusses on the best strategies for building and inspiring trust within a team. It provides an insight into assessing the communication climate, applying different communication styles and overcoming communication barriers. Knowledge in ways to improve performance, build strong relationships and manage conflict within your work team is shared.
This subject provides time management strategies and planning techniques suited for setting personal and team goals and targets. The importance of goals being linked to key performance indicators of the business is examined.
Risk Management Strategies covers risk context and risk identification, as well as risk management processes. The subject looks into the analysis of a risk, its causes, and ways to consider risk tolerance. Strategies for controlling and treating risks, as well as reviewing and monitoring those risks, are considered.
This subject addresses the skills and knowledge required to establish, maintain and evaluate the organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area, according to WHS legislative requirements. It takes a systems approach and addresses compliance with relevant legislative requirements.
This subject covers the recruitment process, including the many steps involved in vital pre-recruitment activities such as revising job descriptions, advertising vacancies, short-listing and interviewing. Learners are provided with an opportunity to demonstrate their interviewing skills in an interview and reference check role play. Other topics include induction programs, consultancy, implementing policy and procedures and determining future Human Resource needs.
Quality Education at a Fair Price
18 months is allowed as the standard part time enrolment term for the Diploma online TAFE level course in Customer Engagement.
Students who are able to commit more time to their course can finish earlier; while Traineeship terms may be longer.
for the Diploma of Customer Engagement
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A traineeship is great way to develop the skills of your workforce.
Traineeships combine time at work with training, and can be full-time, part-time or school-based. Trainees must be an Australian Citizen or permanent resident visa holder. Each state determines what subsidised training is available for your trainees in that state.
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