Occupational Certificate Contact Centre Module 6

+ 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.

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

Curriculum for this course

26 Lessons 02:35:23 Hours

Overview of relevant legislation

3 Lessons 00:24:18 Hours

The employment relationship and contract of employment

5 Lessons 00:21:25 Hours

Conduct management

4 Lessons 00:21:37 Hours

Capacity management

4 Lessons 00:24:50 Hours

Conflict management

4 Lessons 00:26:27 Hours

Dispute Resolution

6 Lessons 00:36:46 Hours

Formative Assessment
0:12:00
https://entrepreneurshipcourses.s3.af-south-1.amazonaws.com/Occupational+Certificate+Contact+Centre/Knowledge+Module/module+6/5.3.mp4
00:06:28
6.2. Introduction to the CCMA and CCMA procedures
00:04:41
6.3 Conciliation
00:05:51
6.4. Mediation
00:05:50
6.5. Arbitration
00:01:56