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
When you study with Australian Online Courses, you will be assessed using a competency-based training method.
Competency-based training focuses on the achievement of skills and knowledge against set criteria to meet industry-standard and is not benchmarked against other students’ work.
In this course, the assessment will be comprised of written assignments and exercises, which may include short answer questions, reports, essays, research projects and reflective tasks.
If you do not achieve a competency result on your first attempt, you have two more attempts to pass your assessment. So, you have three attempts in total to obtain a competency result.
In this way, you can complete your course in your own time and at your own pace with the assistance of unlimited tutor support.
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;
No entry requirements;
All course materials provided online – no textbooks to buy;
Unlimited tutor support;
Easy to understand course content;
Twelve (12) months’ access, with extensions available upon application (fees apply);
Certificate of Attainment/Completion issued for your CV (hard copy provided); and
Course may be tax deductible; see your tax advisor.
How long will it take to complete this course?
The approximate study hours for this course is 120 hours. Twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
Yes! The cost for printed materials for this course is $50 per unit.Total cost for optional printed materials is: $450.00. Printed materials are available for purchase at any time and not require to complete this course. Everything you need to complete the course is provided online via our e-learning system.
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.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system 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 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.