Postgraduate Certificate in Outsourced Call Centre Operations
-- ViewingNowThe Postgraduate Certificate in Outsourced Call Centre Operations is a comprehensive course designed to meet the growing industry demand for skilled professionals in call center operations. This certificate course emphasizes the importance of effective communication, leadership, and management in overseeing successful call center operations.
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⢠Call Centre Operations Management: This unit will cover the best practices in managing call center operations, including workforce management, quality assurance, and performance optimization.
⢠Customer Relationship Management (CRM): This unit will focus on the use of CRM systems in call centers to manage customer interactions, track customer data, and improve customer satisfaction.
⢠Call Center Technology and Infrastructure: This unit will cover the various technologies and infrastructure used in call centers, including automatic call distribution (ACD), interactive voice response (IVR), and call recording software.
⢠Outsourcing Strategies: This unit will explore the different outsourcing strategies available to organizations, including offshore, nearshore, and onshore outsourcing, and their respective advantages and disadvantages.
⢠Vendor Management: This unit will cover the best practices in vendor management, including vendor selection, contract negotiation, and performance monitoring.
⢠Risk Management in Call Centers: This unit will focus on identifying and mitigating risks in call center operations, including data security, disaster recovery, and compliance with regulations.
⢠Quality Assurance in Outsourced Call Centers: This unit will cover the importance of quality assurance in outsourced call center operations, including the development and implementation of quality standards, monitoring, and improvement strategies.
⢠Performance Metrics and Analytics in Call Centers: This unit will explore the various performance metrics used in call centers, including average handle time, first call resolution, and customer satisfaction, and how to use analytics to improve call center performance.
⢠Training and Development in Call Centers: This unit will cover the importance of training and development in call centers, including the development of training programs, coaching, and performance feedback.
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