In line with global trends, the customer contact centre industry is the fastest growing industry in Australia, having an estimated worth of more than eight billion dollars and an annual growth rate of 14 per cent.

Customer contact centres are now one of the most important communication channels between an organisation and its customers. As a result, it is imperative for contact centres and their managers to provide the highest level of service to their customers.

For Austra lia to maintain its position at the vanguard of this dynamic sector, the industry must ensure that agents, supervisors and managers are able to access quality industry-accredited training programs.

TAFE PLUS, the commercial training arm of TAFE NSW, which works closely with key industries, has developed nationally accredited and industry recognised management training course for this burgeoning industry. It provides targeted technical and management training for managers, supervisors and team leaders, and can be delivered flexibly 'on the job' at participants' own pace to suite their individual learning style.

The Flexible and Distance Learning Centre at TAFE NSW – Sydney Institute is at the forefront of this flexible learning delivery, providing tailored training solutions for organisations and individuals.

Participants can now gain a nationally recognised customer contact centre management diploma by either learning at their own pace for the duration of the qualification or by pathway arrangements to the diploma.

The Northern Territory Tourist Commission recently gained significant benefit from this flexible delivery arrangement.

In order to provide training most appropriate to the Commission's work place, Sydney Institute staff visited the Northern Territory, delivering training in selected modules in the Certificate III and Diploma of Call Centre Management.

Staff members were able to turn customer objections into sales, exceeding company sales targets and objectives while working within the parameters of the company's financial criteria. This across-the-board improvement had the additional benefit of increasing recognition of staff efforts and boosting morale, according to John Di Maria, Operations Manager, Northern Territory Tourist Commission.

"The training has been highly beneficial to us in a number of ways," said Mr Di Maria. "It has been a major contributing factor to the excellent results we have achieved in sales via our 13 30 68 8418 customer number, and significantly boosted staff retention."

"We would strongly recommend the customised approach taken by Sydney Institute to all customer contact centre managers and management personnel."

FOR FURTHER INFORMATION ON THIS STORY
CONTACT: ESTHER AARONS
TEL: (02) 9217 5257

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