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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
24 Lessons
01:46:30 Hours
SABS Standards (BPS&O Standard) and Benchmarking
18 Lessons
00:56:29 Hours
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Learning Outcome
00:00:42
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1.1 Introductory Overview
00:00:58
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1.2 Benchmarking concepts and principles
00:00:26
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Types of Benchmarking
00:01:29
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1.3 Leadership and customer service management practices.
00:01:11
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1.4 Human resources management
00:00:46
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Human resources management Continuation
00:01:17
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1.5 Operational Management
00:01:05
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Operational Management
00:01:35
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Operational Management
00:01:09
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1.6 Technical resource
00:05:47
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Technical resource
00:00:55
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Technical resource
00:02:22
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Technical resource
00:06:06
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Technical resource
00:05:47
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Technical resource management
00:04:17
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Technical resource management
00:08:37
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Formative Assessment
0:12:00
ISO Customer Contact Centre ISO standard
6 Lessons
00:50:01 Hours
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Learning outcome
00:02:33
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2.3 Frond -end( outbound and inbound) standards
00:09:26
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Front- end (outbound, inbound ) standards
00:05:25
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Frond-end ( outbound , inbound) standard
00:14:34
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2.5 Requirements of the Customer
00:06:03
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Formative Assessment
0:12:00
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Other related courses
01:49:35 Hours
Updated Fri, 28-Jun-2024
4
R5000
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