Undergraduate Certificate in Operational Excellence in Contact Centres

Name: Undergraduate Certificate in Operational Excellence in Contact Centres
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The Undergraduate Certificate in Operational Excellence in Contact Centers is a comprehensive course designed to prepare learners for success in the fast-paced and evolving customer service industry. This certificate program emphasizes the development of essential skills in contact center operations, quality management, and workforce optimization.

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AboutThisCourse

With a focus on industry best practices and cutting-edge technologies, learners will gain a deep understanding of the critical role contact centers play in delivering exceptional customer experiences. As businesses increasingly prioritize customer experience, the demand for skilled contact center professionals continues to grow. This certificate course equips learners with the skills and knowledge needed to advance their careers and make meaningful contributions to their organizations. By completing this program, learners will be well-prepared to excel in roles such as contact center manager, quality analyst, or workforce planning specialist, and to lead operational excellence initiatives that drive business success.

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CourseDetails

• Contact Centre Operations: An overview of contact centre operations, including infrastructure, technology, and staffing requirements.
• Quality Management in Contact Centres: Techniques for monitoring and improving the quality of contact centre interactions, including call monitoring, evaluation, and coaching.
• Workforce Management in Contact Centres: Strategies for optimizing workforce productivity and efficiency, including forecasting, scheduling, and real-time management.
• Customer Experience Management in Contact Centres: Best practices for managing the customer experience in contact centres, including customer journey mapping, voice of the customer programs, and customer feedback analysis.
• Performance Metrics and Analytics in Contact Centres: Methods for measuring and analyzing contact centre performance, including key performance indicators (KPIs), service level agreements (SLAs), and data analytics.
• Risk Management in Contact Centres: Approaches for identifying and mitigating risks in contact centres, including disaster recovery planning, security, and compliance.
• Continuous Improvement in Contact Centres: Techniques for promoting continuous improvement in contact centres, including Lean Six Sigma, process improvement, and change management.
• Contact Centre Technology and Innovation: Overview of the latest technology and innovation trends in contact centres, including artificial intelligence (AI), automation, and self-service.

CareerPath

Undergraduate Certificate in Operational Excellence in Contact Centres prepares students for in-demand roles within the UK contact center industry, such as Contact Center Manager, Customer Service Representative, Quality Assurance Analyst, Training Specialist, and Workforce Manager. These roles are essential to improve customer experiences, streamline processes, and enhance operational efficiency. With a Contact Center Manager job market growth of 5% in the UK, the average salary ranges from £25,000 to £45,000. The role involves leading teams, implementing best practices, and managing day-to-day contact center operations. A Customer Service Representative is another vital role in contact centers, with a 7% job growth and an average salary between £16,000 and £24,000. Customer Service Representatives handle customer inquiries, resolve issues, and maintain high customer satisfaction levels. Quality Assurance Analysts ensure that contact center services meet or exceed industry standards. The UK job market for Quality Assurance Analysts is expected to grow by 8%, with average salaries ranging from £20,000 to £35,000. Training Specialists are responsible for onboarding new agents and providing continuous training. The UK job market for Training Specialists is estimated to grow by 6%, with an average salary between £22,000 and £35,000. Lastly, Workforce Managers oversee staff scheduling, resource allocation, and performance management. The UK job market for Workforce Managers is expected to grow by 7%, with an average salary ranging from £25,000 to £45,000. This Undergraduate Certificate in Operational Excellence in Contact Centres focuses on enhancing students' skills in communication, leadership, problem-solving, and technological proficiency. Equip yourself with the essential skills to excel in the ever-evolving UK contact center industry.

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ProficiencyEnglish
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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 OPERATIONAL EXCELLENCE IN CONTACT CENTRES

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London School of International Business (LSIB)

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05 May 2025

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