- We have Trained more than 7000+ participants
- Accredited HDI and PeopleCert Training Organisation
- Trained 100’s of Australian Government & Private Organisations
- Train Anywhere, Anytime with On-Line Self Paced Course Options
- Certification recognised worldwide
- Professional Trainers with Industry Experience
- We have over 20 Years of Training Delivery Experience
- The Latest Vendor Approved In-depth Course Content
Call Management Best Practice Course (CMBP)
Course Duration - 3 Days
This training covers the topics necessary for front-line support staff to understand their role in the business, their responsibilities and how to implement customer management and call management best practices to ensure exceptional customer service.
The content of this course is based on the competencies documented in the HDI (Help Desk Institute) Support Center Analyst Standard (identified and approved by the HDI International Certification Standards Committee (ICSC), the ITIL® IT Service Management Best Practice framework and other industry best practices.
This is designed as a one day course. However, the outline below can be condensed to run in a 1/2 day format, although the 1/2 day format does not allow for exercises and examples or for all topics to be covered in full.
Outline
Who should attend
Delivery Methods
Cancellation / Transfer Policy
Outline
Who should attend
Anyone working in or looking to work in a contact centre, service centre, helpdesk or support centre. Perfect for new recruits or as a refresher for experienced staff.
Delivery Methods
Classroom Public Training – currently held virtually
Facilitated by an HDAA qualified trainer, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
On-Site Training / Dedicated Virtual Instructor-Led Training
HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points. Save money. With groups of eight or more, this option can be very cost effective.
On-site Training enquiry.
On-Line Training
The Call Management Best Practice course is not available online.
Cancellation / Transfer Policy
Public, Virtual and Onsite Course Cancellation & Transfer Policy
Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.
Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.
No shows on public and virtual courses will pay full course rates.
Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.
Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.
Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.
Attendee name changes will be accepted up to the day prior to the course start date.
In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.
In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:
To participate at a revised date specified by HDAA; or
- A refund or
- A credit to that amount for future HDAA training.
To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.
On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
WHY CHOOSE US
Exam Information
Online Course FAQ's
Cancellation / Transfer Policy
Exam Information
Online Course FAQ's
How long do I have to complete my course?
Once your course is activated (usually within 1 business day of receipt of payment), you have access to the learning portal for 9 months. You can access the course as many times as you’d like in that 9-month period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.
What are the systems requirements for taking an online course?
You’ll need a continuous Internet connection with Windows® 11, Windows® 10 (Windows 10S and Windows 11S is not supported) or macOS High Sierra (10.13) onwards. Dual-core 2.4GHz CPU or faster with 4GB of RAM.
Can I retake my exam if I don’t pass?
Yes, exam re-takes are available by purchasing an on-line foundation exam voucher.
Can I extend my course or exam?
Yes. You may purchase a 12-month extension of your course. Exam voucher extensions must be requested prior to their expiry date.
What is included with my online course registration?
All course prices include the online training course and certification exam.
What is the cancellation policy for online courses?
Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
Who do I contact if I need support?
If you require support you can contact HDAA on: 1300 130 447
Cancellation / Transfer Policy
Public, Virtual and Onsite Course Cancellation & Transfer Policy
Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.
Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.
No shows on public and virtual courses will pay full course rates.
Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.
Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.
Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.
Attendee name changes will be accepted up to the day prior to the course start date.
In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.
In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:
- To participate at a revised date specified by HDAA or
- A refund or
- A credit to that amount for future HDAA training
To receive reimbursement or credit, please contact HDAA on 1300 130 447 to make appropriate arrangements.
On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
