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Qualification details

ICT20102 - Certificate II in Customer Contact (Release 1)

Summary

Usage recommendation:
Deleted
The Deleted usage recommendation was implemented on 13 June 2017 to describe training components that have no replacement. Enrolments in training components and statements of attainment or qualifications issued before 13 June 2017 are valid. For any components marked as deleted after 13 June 2017, the applicable transition/teach-out periods apply. For specific questions regarding the enrolment, delivery or issuance of a statement of attainment/qualification, please contact your training regulator.
Mapping:
MappingNotesDate
DeletedDeleted from ICT02 Telecommunications Training Package20/Jul/2011

Releases:
ReleaseRelease date
1 1 (this release) 08/Jan/2009

Delivery:
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Training packages that include this qualification

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnUsage RecommendationSort Table listing Units of Competency by the Usage Recommendation columnEssentialSort Table listing Units of Competency by the Essential column
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ICTCC411A - Monitor safety in a contact centreMonitor safety in a contact centreDeletedN/A
ICTCC241A - Process salesProcess salesDeletedN/A
ICTCC251A - Receive and action customers fault reportsReceive and action customers fault reportsDeletedN/A
ICTCC361A - Process complex accounts, service severance and defaultsProcess complex accounts, service severance and defaultsDeletedN/A
ICTCC300A - Organise work priorities and developmentOrganise work priorities and developmentDeletedN/A
ICTCC413A - Lead innovation and change in a customer contact centreLead innovation and change in a customer contact centreDeletedN/A
ICTCC301A - Manage workplace relationships in a contact centreManage workplace relationships in a contact centreDeletedN/A
ICTCC360A - Process high risk credit applicationsProcess high risk credit applicationsDeletedN/A
ICTCC472A - Gather, collate and record informationGather, collate and record informationDeletedN/A
ICTCC270A - Conduct data collectionConduct data collectionDeletedN/A
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 541112 Call Or Contact Centre Operator 
ASCO (occupation type) Identifier 8294-11 Telemarketer 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 521 Certificate II 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541112 Call Or Contact Centre Operator 08/Jan/2009 
ASCO (occupation type) Identifier 8294-11 Telemarketer 08/Jan/2009 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 08/Jan/2009 
Qualification/Course Level of Education Identifier 521 Certificate II 08/Jan/2009 
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