Postgraduate Certificate in Contact Centre Quality Management

Name: Postgraduate Certificate in Contact Centre Quality Management
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The Postgraduate Certificate in Contact Centre Quality Management is a comprehensive course that equips learners with essential skills for career advancement in this dynamic field. With the rapid growth of service-oriented industries, the demand for skilled contact centre professionals has significantly increased.

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AboutThisCourse

This course focuses on the latest industry trends, technologies, and best practices in contact centre quality management. Learners will gain in-depth knowledge of contact centre operations, workforce management, customer experience strategies, and quality assurance frameworks. They will also develop critical thinking, problem-solving, and leadership skills required to excel in this field. By completing this course, learners will be able to demonstrate their expertise in contact centre quality management, making them highly attractive to potential employers. They will be able to drive operational excellence, improve customer satisfaction, and lead successful contact centre teams in a variety of industries.

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CourseDetails

• Contact Centre Quality Management Fundamentals
• Quality Assurance & Monitoring in Contact Centres
• Customer Experience Management in Contact Centres
• Performance Metrics & Analytics for Contact Centres
• Workforce Management in Contact Centres
• Customer Satisfaction & Customer Feedback Analysis
• Coaching & Training for Contact Centre Agents
• Technology & Tools in Contact Centre Quality Management
• Risk Management in Contact Centres
• Continuous Improvement in Contact Centre Quality Management

CareerPath

The **Postgraduate Certificate in Contact Centre Quality Management** is a valuable qualification for professionals seeking career progression in the UK's thriving customer service sector. The industry demands a diverse range of skills and competencies, as evidenced by the following 3D pie chart: Customer Service Representative: Making up 60% of the chart, customer service representatives are the backbone of contact centres. They handle customer queries and complaints, ensuring a positive experience and fostering brand loyalty. Team Leader: Team leaders, accounting for 20% of the chart, oversee the daily operations of a contact centre team. They manage performance, allocate resources, and provide coaching and support to team members. Quality Analyst: With 10% of the chart, quality analysts evaluate and improve contact centre performance. They analyse customer interactions, identify trends, and recommend strategies to enhance service quality and efficiency. Trainer: Trainers, representing 5% of the chart, develop and deliver training programs to contact centre staff. They ensure employees have the necessary skills to perform their roles effectively and maintain high levels of customer satisfaction. Operations Manager: Accounting for the final 5% of the chart, operations managers oversee the overall performance of contact centres. They create strategic plans, manage budgets, and ensure compliance with industry regulations and best practices. This program equips students with the skills and knowledge to excel in these roles and contribute to the success of contact centres across the UK. Students learn about quality management methodologies, performance measurement techniques, and customer experience strategies, making them highly sought-after candidates in the job market.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
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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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POSTGRADUATE CERTIFICATE IN CONTACT CENTRE QUALITY MANAGEMENT

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London School of International Business (LSIB)

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05 May 2025

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