Undergraduate Certificate in Communication for Contact Centre

Name: Undergraduate Certificate in Communication for Contact Centre
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The Undergraduate Certificate in Communication for Contact Centers is a compact, career-oriented course designed to equip learners with essential communication skills for success in the contact center industry. With a focus on both written and verbal communication, this certificate course covers critical areas such as customer service, conflict resolution, and cross-cultural communication.

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AboutThisCourse

In today's fast-paced, globalized world, contact centers play a vital role in shaping customer experiences and driving business success. As a result, there is a high demand for professionals who possess exceptional communication skills and a deep understanding of customer needs. This course is designed to meet that demand, providing learners with the knowledge and skills they need to excel in this dynamic field. By completing this certificate program, learners will be well-prepared to enter or advance in the contact center industry, with a strong foundation in effective communication strategies and techniques. Whether you're looking to launch a new career or take your current skills to the next level, this course is an excellent investment in your professional growth and development.

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CourseDetails

• Effective Communication Fundamentals: Understanding the basics of clear and concise communication, active listening, and adapting communication styles for various audiences.
• Contact Centre Operations: Overview of contact centre operations, including call handling, queuing, and routing strategies.
• Customer Service Skills: Building rapport, handling difficult customers, and providing exceptional customer service experiences.
• Telephone Etiquette: Appropriate greetings, handling transfers and conferences, and maintaining a professional tone.
• Conflict Resolution: De-escalation techniques, managing customer expectations, and resolving customer complaints.
• Communication Technology: Overview of contact centre technology, including automatic call distributors (ACDs), computer-telephony integration (CTI), and voice over internet protocol (VoIP).
• Data Analysis for Contact Centres: Analyzing call logs, customer feedback, and other data sources to improve contact centre performance.
• Workforce Management for Contact Centres: Scheduling, training, and performance management for contact centre agents.
• Professional Development for Contact Centres: Best practices for ongoing professional development, leadership, and career advancement in contact centres.

Note: There are 10 units listed above, but the prompt only specified a range of 5-10 units.

CareerPath

The Undergraduate Certificate in Communication for Contact Centre is a valuable program for those interested in the thriving customer service industry. With the growing demand for effective communication and problem-solving skills, this certificate program offers students a competitive edge in the UK job market. In this certificate program, students develop essential skills for contact centre roles, such as: 1. **Customer Service:** With a 45% share in skill demand, exceptional customer service skills are crucial for contact centre professionals. 2. **Data Analysis:** Data-driven decision-making is becoming increasingly important, and a 26% share demonstrates the need for analytical skills. 3. **Communication:** Effective communication is at the heart of any contact centre, and the 14% demand highlights its significance. 4. **Technical Support:** As modern technology continues to evolve, a 15% demand reflects the importance of technical expertise in contact centres. The 3D pie chart above provides a clear picture of the skills in demand for undergraduate certificate holders in communication for contact centres across the UK. By focusing on these in-demand skills, students can expect a rewarding career in the industry and excel in various roles.

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 COMMUNICATION FOR CONTACT CENTRE

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London School of International Business (LSIB)

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05 May 2025

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