Undergraduate Certificate in Service Quality Management in Contact Centres

Name: Undergraduate Certificate in Service Quality Management in Contact Centres
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The Undergraduate Certificate in Service Quality Management in Contact Centres is a comprehensive course designed to meet the growing industry demand for skilled customer service professionals. This certificate program emphasizes the importance of delivering exceptional service quality in contact centers, a critical aspect of any business seeking to enhance customer experience and loyalty.

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AboutThisCourse

By enrolling in this course, learners will gain essential skills required to excel in the field, including communication, problem-solving, and leadership abilities. The program covers key topics such as call center operations, quality management, and performance improvement strategies. Upon completion, learners will be equipped with the necessary skills to advance their careers in contact center management, customer service, and related fields. This certificate program is an excellent opportunity for individuals looking to gain a competitive edge in the industry and take their careers to the next level.

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CourseDetails

• Contact Centre Operations
• Service Quality Standards and Metrics
• Customer Relationship Management in Contact Centres
• Workforce Management and Planning in Contact Centres
• Communication Skills for Contact Centre Agents
• Technology and Software Solutions in Contact Centres
• Continuous Improvement in Service Quality Management
• Legal and Ethical Considerations in Contact Centre Operations
• Performance Management and Coaching in Contact Centres

CareerPath

The Undergraduate Certificate in Service Quality Management in Contact Centres prepares students for various roles in the thriving UK contact centre industry. The program focuses on honing the skills necessary to excel in customer service, team leadership, quality analysis, training, and operations management. This 3D pie chart highlights the distribution of roles in the contact centre industry, offering a visual representation of the opportunities available to graduates of the Service Quality Management program. In the customer service sector, 60% of professionals work as representatives, addressing customer inquiries, resolving issues, and maintaining high levels of satisfaction. Team leaders make up 20% of the workforce, guiding customer service representatives and ensuring efficiency and productivity. Quality analysts account for 10% of the roles, monitoring and evaluating the performance of contact centres and their agents. Trainers, contributing to 5% of the industry, focus on developing and delivering training programs to enhance the skills of customer service representatives. Operations managers, who also represent 5% of the workforce, are responsible for overseeing contact centre operations, managing resources, and implementing strategies to achieve business objectives. By understanding these roles and their significance in the contact centre industry, students can make informed decisions about their career paths and how the Undergraduate Certificate in Service Quality Management in Contact Centres can support their professional growth.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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UNDERGRADUATE CERTIFICATE IN SERVICE QUALITY MANAGEMENT IN CONTACT CENTRES

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London School of International Business (LSIB)

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05 May 2025

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