Postgraduate Certificate in Call Centre Administration

Name: Postgraduate Certificate in Call Centre Administration
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The Postgraduate Certificate in Call Centre Administration is a vital course designed to meet the growing industry demand for skilled call center professionals. This certificate program equips learners with essential skills necessary for career advancement in call center administration.

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AboutThisCourse

It covers key areas such as call center operations management, customer service strategies, and workforce planning. The course is important for those looking to enhance their knowledge and skills in call center administration, as it provides a comprehensive understanding of the best practices and latest trends in the field. With the increasing use of technology in call centers, this course also covers the use of data analytics and automation in call center operations, making learners more marketable to potential employers. Overall, this certificate course is an excellent way for learners to gain a competitive edge in the call center industry, advance their careers, and increase their earning potential.

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CourseDetails

• Call Centre Operations Management: This unit covers the fundamental principles and practices of managing a call center, including workforce management, quality assurance, and performance optimization.
• Customer Relationship Management (CRM): This unit explores the role of CRM systems in call centers, including data management, customer segmentation, and targeted marketing campaigns.
• Telecommunications and Networking: This unit covers the basics of telecommunications and networking technologies used in call centers, including VoIP, PBX, and ACD systems.
• Workforce Management and Planning: This unit focuses on workforce management strategies for call centers, including scheduling, forecasting, and intraday management.
• Call Centre Technology and Software: This unit examines the various software applications used in call centers, including predictive dialers, call recording, and analytics tools.
• Quality Assurance and Compliance: This unit covers quality assurance best practices in call centers, including call monitoring, evaluation, and coaching.
• Data Analysis and Reporting: This unit explores the role of data analysis in call center management, including key performance indicators (KPIs), data visualization, and dashboard creation.
• Project Management for Call Centre Initiatives: This unit covers project management principles and practices as they apply to call center initiatives, including budgeting, resource allocation, and risk management.
• Change Management in Call Centre Environments: This unit examines the role of change management in call centers, including communication strategies, stakeholder engagement, and resistance management.

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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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POSTGRADUATE CERTIFICATE IN CALL CENTRE ADMINISTRATION

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London School of International Business (LSIB)

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05 May 2025

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