Occupational Certificate Contact Centre module 5

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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

28 Lessons 02:18:23 Hours

Recruitment and Selection

8 Lessons 00:43:04 Hours

Learning Outcome
00:00:31
1.1 The recruitment process.
00:07:34
The recruitment process
00:03:33
1.2. The recruitment interviews .
00:05:48
1.3 The selection process.
00:04:52
The selection process continuation
00:05:15
1.4 Recruitment agencies.
00:03:31
Formative Assessment
0:12:00

Performance management

13 Lessons 01:04:25 Hours

Learning Outcome
00:00:38
2.1 Key performance areas and job descriptions.
00:01:38
Additional Uses for Job Descriptions.
00:04:21
2.2. The performance management process.
00:01:51
The performance management process continuation 2
00:00:26
2.3 Factors affecting performance levels.
00:10:59
2.4. Performance agreements and targets
00:05:41
Performance agreements and targets continuation 2
00:01:01
Performance agreements and targets Continuation
00:09:24
Performance agreements and targets continuation
00:03:21
The performance management process continuation 3
00:13:35
2.5. Performance interviews
00:01:30
Formative Assessment
0:10:00

Training management

7 Lessons 00:30:54 Hours

Learning Outcome
00:00:38
3.1 The skills development landscape
00:02:40
3.2 Training needs and plan
00:03:08
3.3 Skills delivery (selecting providers, informing trainers and facilitators)
00:06:52
3.4 Measurement of the training impact.
00:01:33
3.5 Career planning
00:04:03
Formative Assessment
0:12:00