Postgraduate Certificate in Call Centre Administration
-- ViewingNowThe Postgraduate Certificate in Call Centre Administration is a vital course designed to meet the growing industry demand for skilled call center professionals. This certificate program equips learners with essential skills necessary for career advancement in call center administration.
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⢠Call Centre Operations Management: This unit covers the fundamental principles and practices of managing a call center, including workforce management, quality assurance, and performance optimization.
⢠Customer Relationship Management (CRM): This unit explores the role of CRM systems in call centers, including data management, customer segmentation, and targeted marketing campaigns.
⢠Telecommunications and Networking: This unit covers the basics of telecommunications and networking technologies used in call centers, including VoIP, PBX, and ACD systems.
⢠Workforce Management and Planning: This unit focuses on workforce management strategies for call centers, including scheduling, forecasting, and intraday management.
⢠Call Centre Technology and Software: This unit examines the various software applications used in call centers, including predictive dialers, call recording, and analytics tools.
⢠Quality Assurance and Compliance: This unit covers quality assurance best practices in call centers, including call monitoring, evaluation, and coaching.
⢠Data Analysis and Reporting: This unit explores the role of data analysis in call center management, including key performance indicators (KPIs), data visualization, and dashboard creation.
⢠Project Management for Call Centre Initiatives: This unit covers project management principles and practices as they apply to call center initiatives, including budgeting, resource allocation, and risk management.
⢠Change Management in Call Centre Environments: This unit examines the role of change management in call centers, including communication strategies, stakeholder engagement, and resistance management.
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