Occupation Certificate contact centre module 7

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Course overview

The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. A Contact Centre Manager manages and optimises quality contact centre operations and practices.

What will i learn?

Manage and control costs of a contact centre
Manage and control operational planning and the achievement of operational targets.
Manage personnel employed in a contact centre.
Manage customer and supplier relations.
Manage and assure the achievement of contact centre quality standards.
Manage and control the efficiency of contact centre processes and technology.

Requirements

level 4

Curriculum for this course

44 Lessons 03:09:02 Hours

TYPES OF TECHNOLOGY/ SYSTEMS AND TECHNOLOGY THEREOF

25 Lessons 01:40:12 Hours

Learning Outcome
00:00:45
1.1 Interactive Voice Response
00:02:53
Aspect United IP Contact Centre Software
00:05:48
1.2 Predictive Dialler
00:02:55
Predictive Dialler
00:01:30
Predictive Dialer
00:01:30
Predictive Dialer
00:01:45
Predictive Dialer
00:01:30
Call Tracker and Help Desk System
00:01:42
Call Tracker and Help Desk System
00:03:01
The Following are Examples of Information System Help Desk Procedures
00:01:49
1.3 Telephony
00:02:59
Automatic Call Distribution
00:02:43
Telephone Etiquette
00:02:44
Telemarketing
00:01:22
1.4 Quality Management
00:05:28
1.5 Call Recording
00:03:51
Capture Relevant Data
00:04:20
What to Capture
00:00:26
What to Capture
00:02:26
What to Capture
00:06:59
1.6 Workforce Management
00:04:23
1.7 Customer Management
00:13:32
1.8 Multi I-Media
00:03:51
Formative Assessment
0:20:00

PROCESS FLOW AND CONTROL

19 Lessons 01:28:50 Hours

Caps Locks
00:07:44
Scripts
00:05:11
2.1 Process flow diagrams and interpretation
00:03:16
2.3 Defining technology requirements for different users
00:02:47
2.4. Risk management
00:07:30
Analyse Risk
00:09:29
All risks that are not avoided or transferred are retained by default.
00:16:58
2.5 System reports
00:01:16
2.6 System constraints
00:04:23
Disaster Recovery.
00:07:38
The table lists the permission levels that are typically available for files and folders
00:06:17
Learning Outcomes
00:00:39
flowchart Example
00:00:10
Commonly Used Symbols in Detailed flowchart
00:00:52
Elements of Call Centre
00:05:04
Media Type
00:02:12
External
00:03:36
Testing technology functionality
00:03:48
Formative Assessment
0:00:00