Undergraduate Certificate in Contact Centre Service Delivery

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The Undergraduate Certificate in Contact Centre Service Delivery is a comprehensive course designed to equip learners with essential skills for success in the customer service industry. With the rapid growth of technology and online businesses, contact centres have become a critical component of customer relationship management.

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AboutThisCourse

This course is designed to meet the industry's growing demand for skilled customer service professionals. It covers various topics, including call centre operations, customer service strategies, and workforce management. Learners will gain a solid understanding of the latest technologies and best practices in the field, enabling them to deliver exceptional customer service experiences. By completing this course, learners will be well-prepared to enter or advance in the contact centre industry. They will have the skills and knowledge necessary to succeed in roles such as customer service representative, team leader, or operations manager. This course is an excellent opportunity for anyone looking to build a career in a growing and in-demand field.

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CourseDetails

• Introduction to Contact Centre Service Delivery: Understanding the fundamentals of contact center operations, customer service principles, and service delivery strategies.
• Customer Relationship Management (CRM): Exploring CRM systems, their implementation, and benefits in contact centers for enhancing customer experience and loyalty.
• Call Handling and Quality Assurance: Techniques for effective call handling, call routing, and quality assurance measurements to ensure consistent service delivery.
• Workforce Management and Planning: Strategies for optimizing workforce scheduling, forecasting, and performance management in contact centers.
• Communication and Interpersonal Skills: Developing active listening, empathy, and problem-solving skills for effective customer interactions and resolutions.
• Performance Metrics and Analytics: Analyzing contact center metrics, KPIs, and customer feedback to evaluate and improve service delivery.
• Multi-Channel Service Delivery: Managing customer interactions across various channels, including voice, email, chat, and social media.
• Compliance and Security in Contact Centers: Ensuring adherence to data protection regulations, security standards, and best practices in contact center operations.
• Quality Assurance and Continuous Improvement: Implementing quality assurance programs, monitoring tools, and continuous improvement initiatives in contact centers.

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EntryRequirements

  • BasicUnderstandingSubject
  • ProficiencyEnglish
  • ComputerInternetAccess
  • BasicComputerSkills
  • DedicationCompleteCourse

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  • NotAccreditedRecognized
  • NotRegulatedAuthorized
  • ComplementaryFormalQualifications

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CourseFee

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FastTrack GBP £140
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AcceleratedLearningPath
  • ThreeFourHoursPerWeek
  • EarlyCertificateDelivery
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StandardMode GBP £90
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FlexibleLearningPace
  • TwoThreeHoursPerWeek
  • RegularCertificateDelivery
  • OpenEnrollmentStartAnytime
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  • FullCourseAccess
  • DigitalCertificate
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UNDERGRADUATE CERTIFICATE IN CONTACT CENTRE SERVICE DELIVERY
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London School of International Business (LSIB)
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05 May 2025
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