+ View more
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
11 Lessons
01:52:40 Hours
Customer process management
8 Lessons
01:23:03 Hours
-
1.1 Customer contact strategy
00:03:57
-
1.2. Relationship between business-, marketing targets and contact centre service delivery
00:07:33
-
1.3 Customer life cycle management
00:05:13
-
1.5. Customer routing and channels
00:09:01
-
1. 7 Customer Retention
00:01:45
-
1. 8 Customer Complaints Management and escalation
00:21:20
-
Auto Responders
00:22:14
-
Formative Assessment
0:12:00
Customer Service Level Agreements/Terms & Conditions
3 Lessons
00:29:37 Hours
-
2.1 Introduction to and application of service level agreements
00:08:28
-
2.4. Stakeholder expectation management through SLAs
00:09:09
-
Formative Assessment
0:12:00
+ View more
Other related courses
01:49:35 Hours
Updated Fri, 28-Jun-2024
4
R5000
R200
Student feedback
Write a public review