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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
- Grade 12
Curriculum for this course
52 Lessons
01:49:35 Hours
CONTACT CENTRE CAREERS AND QUALIFICATION
18 Lessons
00:33:26 Hours
-
1.1Topic elements to covered
00:03:44
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1.2Learning Outcome
00:00:44
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1.3 Career Opportunities and Reporting
00:01:49
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1.4 The skills and Landscape
00:02:27
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1.5 Role players in Skills development
00:01:08
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Perceptions
00:02:50
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1.6 Umalusi
00:01:04
-
1.7Quality Council for Trade and Occupation (QCTO)
00:01:13
-
1.8 SA Board and Council on Higher Education
00:01:14
-
1.9 University South Africa
00:00:32
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1.10 The Structure and Focus of this Qualification
00:01:45
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1.11 Practical Skills Module
00:02:16
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1.12 Work Experience Module
00:01:47
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1.13 Articulations Options and Vertical Options Opportunities
00:01:01
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1.14 The Stucture of Learning and Delivery Centre Management Qualification
00:00:55
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1.15. Path 3 and 5
00:00:55
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1.16 The Final Assessment
00:01:02
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FORMATIVE ASSESSMENT
0:07:00
CONTACT CENTRE CAREER BUSINESS ENVIRONMENT -MODULE 1
12 Lessons
00:22:39 Hours
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2.1 Learning Outcome
00:00:51
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2..2 Customer Value Proposition
00:01:30
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2..3 Customer Relation Management (CRM) Software and Data Mining
00:01:12
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2.4 Roles and Service Rendered
00:04:21
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Examples of Contact Centre and Workplace
00:00:40
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2.5 Examples of First Telephone Exchange
00:01:26
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2.6 Contact Centre vs Call Centre
00:01:52
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Legal Requirements for Establishing a Contact Centre
00:01:04
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2.7 .Collective Employer Body Roles and Member Service
00:00:52
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2.8 Trade Unions Roles and Member Services
00:01:27
-
Collective Bargaining
00:01:24
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FORMATIVE ASSEMENT
0:06:00
SAFETY, HEALTH, AND ENVIRONMENTAL PROTECTION - MODULE 1
6 Lessons
00:16:09 Hours
-
Learning Outcome
00:00:34
-
3.1 Health ,Safety and Wellness Risk in a Contact Centre
00:01:52
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Contact Centre Environment
00:02:26
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3.2 Green Practices in the Contact Centre Environment
00:01:06
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3.3 The Regulated Environment of Occupational Health , Safety , and Environment
00:04:11
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FORMATIVE ASSESSMENT
0:06:00
BUSINESS ETHICS -MODULE1
16 Lessons
00:37:21 Hours
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Learning Outcome .
00:00:40
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4.1 Codes of conduct
00:01:09
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Codes of conduct in practice, Codes of conduct in practice
00:01:41
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Define Contact Centre Principles.
00:03:22
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4.2. Values and ethics
00:03:14
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4.3 Consumer rights and protection
00:01:52
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The Act is not applicable in respect
00:01:24
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4.4. Client services.
00:03:59
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4.5 Supplier relations .
00:00:58
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Code of conduct for SCM Officials
00:01:32
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Accepted behavior towards suppliers
00:01:21
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The Following examples constitutes fraudulent practices
00:01:07
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4.6. Stakeholder responsibilities and expectations
00:01:40
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How t Enforce Contact Center Roles and Responsibilities for Agents.
00:01:58
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Contact Center Roles and Responsibilities for Supervisors
00:04:24
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FORMATIVE ASSESSMENT
0:07:00
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