Is management your calling? A demand for skilled staff to manage contact and call centres means career advancement opportunities in this industry are excellent.
The Contact Centre Management Program is an online professional development program that will provide you with the skills and knowledge required to effectively manage a contact or call centre. In this management course, you will learn how to support the development of a learning environment where work and learning come together. There is an emphasis on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.
You will also learn to lead and manage continuous improvement systems and processes as well as develop strategies to manage organisational systems within a contact centre environment. In addition, this professional development course will teach you how to plan, implement, direct and evaluate sales team activities.
On conclusion of this course, you will feel confident in your knowledge of management strategies to competently manage a contact or call centre team.
Unit 1 - Lead and manage a sales team
Develop sales team objectives
Sales plan and budget
Size and structure of sales team
Select and induct sales team
Direct sales team
Motivate and support team
Coach and mentor team
Client focused tactics
Sales training programs
Conversion rate data
Cross selling ratio’s
Up selling / cross selling
Ethical and social conduct
Evaluate sales performance
Recognise and reward staff
Unit 2 - Develop a sales plan
Organisational strategic direction
Strategic planning documents
Meeting your market
Mission strategic plans
Establish performance targets
Develop a sales plan
Targeting the market
Develop risk controls
Risk management planning
Monitor sales plan
Up selling and cross selling
Unit 3 - Manage quality customer service
Identifying customer needs
Changing customer needs
Budgeting and forecasting
Factor and cluster analysis
Product service bundles
Business and strategic plans
Effective resource management
Customer service training
Leadership and supervision
Coaching and mentoring
Feedback and complaints
Unit 4 - Schedule customer engagement activity
Engagement traffic data
Staffing peak periods
Anomalies in engagement patterns
Forecasting and planning
Contact centre software
Average call numbers
Operational efficiency / trends
Unit 5- Facilitate continuous improvement
Responsibility and initiative
Change and improve processes
Mentoring and coaching
Training / team building
Process flow charting
Statistical Process Control (SPC)
Unit 6 - Run a multicentre
Quality, time and cost specifications
Key performance indicators
Multicentre targets and standards
Individual target setting
Improving products and services
Customer service problems
Problem solving process
Customer service standards
Multicentre staff training
Unit 7 - Use multiple information systems
Database management system
Customer relationship management
Auditing and data verification
Linking external data
Hierarchical filing system
Multiple information systems
Rectify processing errors
Implementing a resolution
Unit 8 - Administer customer engagement technology
Merging call centre systems
Call centre systems
4 steps to reprogram
Reprogramming multichannel systems
Software programming languages
Reprogramming request processes
Generate system reports
Purpose and details of report
Target audience for report
Implement fault repair
Fault management system
Disaster recovery plans
Estimated duration 120 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Studying with Australian Online Courses gave me the flexibility to complete field studies, tasks and assignments in my own time. I did not feel pressured at any time during my course to submit work until I was completely satisfied with my work. The course material was well presented and easy to follow. I would highly recommend Australian Online Courses to anyone who is looking to undertake online study with such a helpful and professional organisation. Thanks again.
J, Christmass, Madeley, WA
I have experienced: i) Extremely efficient online learning. ii) Quick marking ‘turn-around’ times. iii) Tutors who have been wonderfully approachable and helpful with any queries and concerns regarding course enrollment, assessments and/or subject matter. Overall, I am very satisfied with learning via Australian Online Courses. Thank you.
C, Garson, Toowoomba, QLD
Fantastic experience and was able to gain lots of knowledge.
J. Peirce, Busby, NSW
I have learnt a lot from this course. This course has helped me to manage my anger issues and look at things from a different perspective. I have learnt that my anger and the behaviour can affect others. I have learnt new ways on controlling and managing my emotions and anger. This is the first time i have attended an anger management course. I wish I had done this course earlier.
B. Murphy, Concord, NSW
The course content was relevant, interesting and appropriately paced.
K. Scott, Peachester, QLD
My experience was Australian Online Courses was excellent. I could complete the work at my own pace using the provided materials which were in a easy to access spot. The education has helped me formulate ideas for progressing a project I am currently trying to develop. Overall I am very satisfied with what I have experienced.
N. Haydon, Mount Peter, QLD
It was a very informative platform. The study material is very useful and assignments are practical based real life situations. I learned a lot and I try my best to improve myself with the help of this course.
A.Singh, Hoppers Crossing, VIC
I completed this course to develop my knowledge and skillset in policy development in hopes of progressing my career. Online study works best for me to allow me to continue working full time, and studying when it suits me. Assessments were marked quickly, and the content was engaging and beneficial. Thank you to AOC
S. Littlehales-Adey, Everton Hills, QLD
I enjoyed studying and I’m going to enroll for another course. The tutor was great and it was easy to understand.
A, Egia, Gatton, QLD
The best institute I have ever come through. Looking forward to enrolling in few other courses for a refresher.
M, Hussein, Fiji
I was grateful to be able to study at my own pace, so I could stop and start when I chose and be able to keep up with other commitments. I also appreciated the tutors responding to my queries in a timely manner.
M, Minchin, Wellard, WA
I have thoroughly enjoyed completing this course. I’ve learnt many valuable new skills, which will assist me in advancing my career. Thank you!
T. A, Waterson, Kellyville, NSW
It was amazing experience to do online course with this organisation. Everything comes very smooth and the portal is very user friendly.
Z, Yuan, Melrose Park, NSW
loved studying Australian Online Courses. The fact that you are able to complete the course and assessment in your own time is amazing! I started this course when I was heavily pregnant with my first child and have now completed it 6 months after he was born due to the fact that it is at your own pace!
B, Carr, Gold Coast, QLD
I absolutely loved it! It was easy to pick up so that I could learn and start a new career.
G, Moore, Cranbourne North, VIC
AOC was great. Study content was great and gave me all necessary information to complete the assessments and also gain a great understanding of the units. I also dealt with AOC support to extend my course and it was such an easy process and I was so glad to be able to do that without any issues.
A, Spezza, Hadfield, VIC
I loved my experience studying with Australian Online Courses.
K. Sclippa, Mareeba, QLD
Amazing learning opportunity, I love that I can complete the course at my own pace. The learning and the assignments provided me with a lot of insight and knowledge for my future career.
D. Drube, Singapore
My experience for studying with Australian Online Courses was excellent. All the information supplied to me was easy to understand. I would definitely come back to you to study another course if needed, in the future. Highly recommend.
E. Pearce, Advancetown, QLD
My experience with Australian online courses has been fantastic, I would highly recommend them to everyone I know. Professional and extremely helpful staff make studying online so much easier. I definitely would chose to study with Australian Online Courses again.
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Visa, Mastercard, BPAY and Direct Deposit.
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
All course materials provided online – no textbooks to buy;
Unlimited tutor support via email;
We offer twelve (12) months’ access, with extensions available upon application (fees apply);
Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.