Undergraduate Certificate in Career Growth in Contact Centre operations
-- viewing nowThe Undergraduate Certificate in Career Growth in Contact Centre Operations is a comprehensive program designed to equip learners with essential skills for career advancement in the contact center industry. This course is crucial in a time when businesses increasingly rely on contact centers for customer engagement and retention.
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Course Details
• Contact Centre Fundamentals: An overview of contact centre operations, including history, technology, and key players. This unit covers the basics of contact centre operations, including inbound and outbound calls, email, and chat support.
• Customer Service Skills: This unit explores the essential skills required to provide excellent customer service, including active listening, empathy, patience, and problem-solving. Students will learn how to handle difficult customers, manage customer expectations, and build customer loyalty.
• Quality Assurance and Performance Management: This unit covers the importance of quality assurance and performance management in contact centre operations. Students will learn how to monitor and evaluate agent performance, provide feedback, and develop coaching plans to improve performance.
• Workforce Management: This unit explores the role of workforce management in contact centre operations, including forecasting, scheduling, and intraday management. Students will learn how to optimize staffing levels, reduce labour costs, and improve service levels.
• Technology in Contact Centre Operations: This unit covers the various technologies used in contact centre operations, including automatic call distributors (ACDs), interactive voice response (IVR) systems, and call recording software. Students will learn how to use these technologies to improve agent productivity, customer experience, and operational efficiency.
• Compliance and Data Security: This unit covers the legal and regulatory requirements of contact centre operations, including data privacy, security, and compliance. Students will learn how to protect customer data, prevent fraud, and maintain compliance with relevant laws and regulations.
• Career Development in Contact Centre Operations: This unit explores career paths in contact centre operations, including supervisory, management, and leadership roles. Students will learn how to develop their skills, build their professional network, and advance their careers in the industry.
Career Path
Entry Requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course Status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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