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Customer Contact Management

The Advanced Diploma of Customer Contact Management

With recent research indicating a growth rate of almost 20% for the Australian call centre industry, there’s an ever-increasing demand for skilled staff to manage call centres, customer contact centres, and help desks. The highest qualification in the nationally accredited Contact Centre Training Package, the ICT60102 Advanced Diploma of Customer Contact Management, is designed to equip call centre managers, team leaders, resource planners, and other key operations staff with the skills and industry-relevant qualifications essential for success and career-advancement.



All that a course should be – practical, relevant, and nationally recognised.


Having been designed by call centre people for call centre people, the Advanced Diploma is both practical and relevant. And, most importantly, it’s nationally accredited by the Australian National Training Authority (ANTA) and recognised by peak industry bodies such as the Australian Teleservices Association. The Advanced Diploma may be undertaken either by distance education or, in Melbourne and Sydney, in a classroom setting (with either evening or weekend block sessions).

The course can be completed in anything from 1 to 3 years, depending upon program scheduling and the student’s individual pace. There are four study terms per year, each of 8 weeks duration, and new students may be admitted in any term. Enrolments for single modules are welcome.



Course structure


The course comprises 9 modules (listed below) covering the 10 units of competency required for this qualification.


CCM100 Operations Management in Call Centres

CCM101 Human Resources Management in Call Centres

CCM102 Information Analysis

CCM103 Sales and Marketing for Call Centre Managers

CCM104 Call Centre Technology

CCM105 MIS Design and Application in Call Centres

CCM106 Financial Management for Call Centre Managers

CCM109 Strategic Integration and Business Planning in Call Centres

CCM206 Special Topics in Call Centre Management




FSU members … $1,165.50 per module

Non-members … $1,295.00 per module

For initial enrolments only, there is an additional New Student Admission fee of $192.50, for which the student receives the Student Handbook and the recommended textbooks for the course.


Our course provider


Our course provider, Intellect Consulting Services (ICS), is a registered Training Organisation and the original developer of the course. ICS has been delivering the Advanced Diploma of Customer Contact Management since its inception in 1998, with several hundred students enrolled so far.





Applicants for the Advanced Diploma must hold, as a minimum:


• the Higher School Certificate (or its equivalent);

• at least six months experience working in a call centre environment; and

• supervisory experience (although not necessarily in a call centre).


At least an intermediate level of PC skills will also be required for completion of course projects and assignments.


For further information, or an Application for Admission, please contact the FSU Careers Centre, on 1300 366 378.

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