Post Graduate Diploma In Contact Centre Management

PROGRAM DESCRIPTION

This is your passport to the world of call centres. Today’s world is characterized by millions of call centers, hence the demand for call centre experts is exceptionally high. The Post Graduate Diploma in Contact Centre Management is designed for anyone who has successfully completed high school and want a career in customer service and in particular the call centre.

To get the diploma certificate, you must pass all the 15 modules. Graduates of Contact Centre Management get employment as call centre agents, supervisors or managers. In general, they can also be employed in other customer service related areas. Alternatively, they can advance to the Advanced Diploma In Customer Relationship Management.

PERIOD

This program is expected to be completed in 18 months.

COURSES

Customer Service Management (PGDCCM101)
Customer Relationship Management (PGDCCM102)
Marketing Communications (PGDCCM103)
Consumer Protection Laws (PGDCCM104)
Quality Assurance and Control (PGDCCM105)

Communication Skills and Cultural Issues (PGDCCM201)
Call Centre Technologies (PGDCCM202)
Telemarketing and Telesales (PGDCCM203)
Human Resources Management (PGDCCM204)
Information Systems Management (PGDCCM205)

Call Centre Operations Management (PGDCCM301)
Security and Emergency Management (PGDCCM302)
Call Centre Performance management (PGDCCM303)
Strategic Resource Planning and Budgeting (PGDCCM304)
Structure and Design (PGDCCM305)

SKILLS ACQUIRED

Students pursuing this course should demonstrate the ability to increase their depth of customer service knowledge and understanding of an area of work or study to enable them to formulate solutions and responses to complex customer problems and situations.

Qualifications such as this are appropriate for people working as higher grade supervisors, professionals or managers who need to demonstrate high levels of knowledge, a high level of work expertise in job roles and competence in managing and training others.