Find your new direction

  • 1300 76 2221
  • Australian owned and operated since 2008

Certificate of Contact Centre Management

$899.00$1,299.00

Course Outline and Topics

Course Overview

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 Certificate of Contact Centre Management 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.

Course Structure

Unit 1 - Lead and manage a sales team

  • Sales operations
  • Develop sales team objectives
  • Sales plan and budget
  • Comparative analysis
  • Competition
  • Planning process
  • Sales
  • Size and structure of sales team
  • Recruit staff
  • Select and induct sales team
  • Training methods
  • Compensation methods
  • Non-financial rewards
  • Sales territories
  • Direct sales team
  • Motivate and support team
  • Coach and mentor team
  • Client focused tactics
  • Sales training programs
  • Conversion rate data
  • Cross selling ratio’s
  • Sales management
  • Sales reports
  • Customer needs
  • 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
  • Strategic direction
  • Mission strategic plans
  • Successful approaches
  • Forecasting
  • Buying patterns
  • Products
  • Consumer attributes
  • Competitor analysis
  • Establish performance targets
  • Develop a sales plan
  • Targeting the market
  • Develop risk controls
  • Risk management planning
  • Advertising/promotion campaign
  • Vertical marketing
  • Sales plans
  • Budgets
  • Coaching
  • Product knowledge
  • Monitor sales plan
  • Evaluations
  • Up selling and cross selling

Unit 3 - Manage quality customer service

  • Customer-driven organisations
  • Identifying customer needs
  • Changing customer needs
  • Market research
  • Demographic factors
  • Markets
  • Budgeting and forecasting
  • Target markets
  • Market segments
  • Data analysis
  • Factor and cluster analysis
  • External trends
  • Product service bundles
  • Value proposition
  • Product benefits
  • Product/service delivery
  • Business and strategic plans
  • Effective resource management
  • Constraints
  • Consumer profiling
  • Managing  performance
  • Customer service training
  • Leadership and supervision
  • Coaching and mentoring
  • Monitoring strategies
  • Feedback and complaints
  • Problem solving

Unit 4 - Schedule customer engagement activity

  • Engagement traffic data
  • Traffic patterns
  • Staffing peak periods
  • Anomalies in engagement patterns
  • Forecasting and planning
  • Customer contact
  • Contact centre software
  • Staff requirements
  • Queuing tools
  • Handling times
  • Staff occupancy
  • Forecasted calls
  • Engagement traffic
  • Average call numbers
  • Operational efficiency / trends
  • Scheduling staff
  • Communicate schedules

Unit 5 - Facilitate continuous improvement

  • Decision-making processes
  • Responsibility and initiative
  • Continuous improvement
  • Implementation
  • Action plans
  • Change and improve processes
  • Mentoring and coaching
  • Training / team building
  • Managing teams
  • Change management
  • Process mapping
  • Process flow charting
  • Resistance factors
  • Communication methods
  • Costs
  • Statistical Process Control (SPC)
  • Variations
  • Process capability
  • Consistency

Unit 6 - Run a multicentre

  • Multicentre structure
  • Customer needs
  • Quality, time and cost specifications
  • Service standards
  • Key performance indicators
  • Multicentre targets and standards
  • Individual performances
  • Individual target setting
  • Customer feedback
  • Continuous improvement
  • Improving products and services
  • Procure resources
  • Feasibility study
  • Process resources
  • Human resources
  • Customer service problems
  • Problem solving process
  • Consultations
  • Customer service standards
  • Performance management
  • Escalating enquiries
  • Multicentre staff training
  • Records management

Unit 7 - Use multiple information systems

  • Information systems
  • Security protocols
  • Database management system
  • Transaction support
  • Database footprint
  • Synchronisation
  • Security
  • Customer relationship management
  • Data integrity
  • Auditing and data verification
  • Linking external data
  • Hierarchical filing system
  • Multiple information systems
  • Questioning techniques
  • Workflow processes
  • Accuracy
  • Rectify processing errors
  • Data validation
  • Implementing a resolution
  • Providing feedback

Unit 8 - Administer customer engagement technology

  • System changes
  • Merging call centre systems
  • Call centre systems
  • Stakeholder management
  • 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
  • System faults
  • Repair options
  • Implement fault repair
  • Fault management system
  • Contingency plans
  • Disaster recovery plans

Unit 9 - Develop a workplace learning environment

  • Create learning opportunities
  • Formal and informal learning
  • Learning organisations
  • Organisational skills audit
  • Training Needs Analysis (TNA)
  • Learning plans / styles
  • Performance management
  • Diversity
  • Individual needs
  • Facilitate and promote learning
  • Barriers to learning
  • Competency standards / assessment
  • Technical standards
  • High-performance learners
  • 20 ways to motivate employees
  • Recognise and reward employees
  • Evaluate training success
  • Future training improvements
  • Verbal and written feedback

Assessment

Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.

Blogs

6 Best Work-From-Home Careers

5 Career Fears That Hold Us Back

Benefits

  • Become fully trained and improve your employment opportunities;
  • Recognised by employers as professional development;
  • Study online, anywhere via our elearning system;
  • Access to high-quality courses written by industry experts;
  • Interactive simulations for many programs;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate issued for your CV (hard copy provided);
  • Tax deductible in most cases* See your tax advisor.

Payment Information

Certificate Course

,

Career Pathways

Future growth

Strong

Unemployment

Low

  • Team Leader
  • Call Centre Manager
  • Customer Service Team Leader
 
PAY UPFRONT & SAVE
ENROL TODAY
  • Best value option
  • Includes unlimited access
  •  

$899.00

PAY AS YOU GO
PAYMENT PLAN
  • $250 deposit
  • $40/week
  • No credit checks required

$1,299.00