Professional Certificate in Outsourced Contact Centre Operation
-- ViewingNowThe Professional Certificate in Outsourced Contact Centre Operation is a vital course for individuals seeking to excel in the customer service industry. With the rapid growth of outsourced contact centers, there's an increasing demand for professionals who can effectively manage these operations.
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⢠Contact Centre Operations Management: Understanding the key principles and best practices for managing a successful outsourced contact centre, including workforce management, quality assurance, and technology platforms.
⢠Customer Experience Design: Designing and implementing customer interactions that meet or exceed expectations, with a focus on creating positive experiences and building customer loyalty.
⢠Workforce Optimization: Maximizing the productivity and efficiency of contact centre agents, including workforce planning, scheduling, and coaching.
⢠Quality Assurance and Compliance: Ensuring that contact centre operations meet or exceed industry standards and regulations, with a focus on quality assurance, compliance monitoring, and reporting.
⢠Technology and Data Management: Managing the technology and data infrastructure that supports contact centre operations, including data security, data analytics, and automation tools.
⢠Vendor Management: Managing relationships with outsourced contact centre vendors, including contract negotiations, service level agreements, and performance monitoring.
⢠Performance Metrics and Reporting: Measuring and reporting contact centre performance using industry-standard metrics, including customer satisfaction, first contact resolution, and average handle time.
⢠Change Management and Continuous Improvement: Implementing change management best practices and continuous improvement initiatives to drive ongoing process improvement and efficiency in contact centre operations.
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