Undergraduate Certificate in Inbound and Outbound Call Centre Management
-- ViewingNowThe Undergraduate Certificate in Inbound and Outbound Call Centre Management is a comprehensive course designed to equip learners with essential skills for managing call centers efficiently. This certificate program emphasizes the importance of both inbound and outbound call center management, highlighting the latest industry trends and best practices.
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⢠Call Centre Operations Management: An overview of call center operations, including inbound and outbound call handling, quality assurance, and performance metrics.
⢠Customer Service Management: Techniques for handling customer inquiries, complaints, and feedback, including effective communication and problem-solving skills.
⢠Workforce Management: Strategies for scheduling, training, and managing call center staff, including forecasting and capacity planning.
⢠Telephony Systems and Technology: An introduction to call center technology, including automatic call distribution (ACD), predictive dialing, and interactive voice response (IVR) systems.
⢠Data Analysis and Reporting: Techniques for collecting, analyzing, and reporting call center data, including key performance indicators (KPIs) and service level agreements (SLAs).
⢠Inbound Call Management: Best practices for handling inbound calls, including call routing, queuing, and abandonment rates.
⢠Outbound Call Management: Strategies for managing outbound calls, including lead generation, cold calling, and telemarketing regulations.
⢠Quality Assurance and Compliance: Methods for ensuring call center quality assurance, including monitoring, coaching, and compliance with industry regulations.
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