Certificate IV in Customer Engagement

This practical program takes learners through the role of a Team Leader of a small customer call centre. Learners develop customer service specific skills, particularly in relation to the leadership and management of a call centre. Skills are developed through a consistent storyline where learners are required to lead their team, and complete a variety of practical, work-based tasks and projects.

The program emphasises the implementation of organisational customer service strategies, with a continual focus on achieving organisational and team objectives through effective planning, team development and leadership skills.

Clever clustering of units that bring together related workplace activities and functions in a logical and practical way
Assessments based on a simulated ‘story’ that takes learners through workplace scenarios and activities in a way that builds customer service leadership and management skills throughout the program
Consistent focus on the implementation of organisational customer service strategies and the leadership and development of a customer service team
Extensive workplace documentation including policy and procedure, organisational customer service standards and strategies, workplace documentation and realistic planning tools
Visually appealing and easy to use platform that provides variety in learning and assessment approaches
Practical assessment tools that require the ‘application’ of skills through the completion of appropriate workplace documentation and projects
Tightly mapped assessment tools that ensure all aspects of the training package are covered, and easily identified for validation or audit
Clearly benchmarked assessment tools that ensure consistent and reliable assessment decisions
An assessment rubric that provides students with clear guidance on the requirements of each task and recognises learners who submit high quality work

Course Material fees:

Learning Vault take pride in offering cutting edge online resources at a price point that give our clients maximum value for money whilst providing them with the entire learning package for both learners and trainers for each unit or qualification!

Unit price:

No. of UOCs pre-purchased	Price per UOC	Canvas LMS platform set up (150 student users). Annual Fee based on student numbers	Total pre-purchase spend
200	28	$3000	$8,600
500	26	$3000	$16,000
1000	24	$3000	$27,000
1500	22	$3000	$36,000
2000	20	$3000	$43,000
2500	18	$3000	$48,000

Prices are exclusive of GST

Spend per year	$50,000	$100,000	$200,000	$300,000	$500,000
Included resource value	$70,000	$125,000	$250,000	$400,000	$700,000
Price per unit	$15	$13	$11	$10	Negotiable
TAS written for cohort if required	✔	✔	✔	✔	✔
Canvas customisation	✔	✔	✔	✔	✔
System training workshops on Canvas if required	✔	✔	✔	✔	✔
Additional units of competency					✔

Prices are exclusive of GST

Inclusions:

Full suite of learner materials
Complete assessor guides
Comprehensive mapping

Startup costs:

A sign-up fee of $3,000.00 + GST applies for all new clients. This includes 150 student licenses to our cutting edge Connected Classroom platform, Canvas.

If you have any questions about how Learning Vault can tailor a resource solution for your training needs, please contact our sales team on 1300 662 443.

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