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PROUD TO BE… THE PEOPLE'S UNIVERSITY
Master of Management Sciences in Contact Centre Management
The Master of Management in Contact Centre Management programme is designed to equip students with the comprehensive knowledge and advanced skills to excel in the dynamic field of contact centre management. This programme offers an in-depth exploration of global leadership, focusing on adapting strategies and styles to diverse cultural and motivational contexts. Students will gain expertise in financial management, particularly in statistical and quantitative financing, ensuring they can effectively manage option pricing, interest rate markets, and risk management within contact centres. Ethics in marketing is a core component and students will engage critically with international practices and legislation, particularly concerning vulnerable consumer groups. We cover project management, emphasising the ability to plan, coordinate, and manage projects efficiently while mitigating risks. Students will look at the latest contact centre technologies and digital marketing strategies, developing skills to create and execute comprehensive digital marketing plans. We put a strong emphasis on research and encourage students to become self-critical researchers who can identify and address professional challenges through innovative research methodologies. This programme prepares graduates to become leaders in the contact centre industry, capable of navigating and shaping its future.
Requirements
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To apply for this qualification, a student requires:
• A Postgraduate Diploma in Contact Centre Management (or an equivalent qualification)
OR
• A relevant honours degree in a related field
OR
• A professional bachelor's degree at NQF Level 8
To successfully complete your online qualification, you will need:
• A laptop or desktop computer
• A stable internet connection
• To be computer literate
MODULES & CREDITS
The programme will be completed over two years.
Compulsory modules - 180 credits
Total Fees: R4,060 per module
Credits : 10 per module
These modules are for the student to engage and reflect critically on the aspects of knowledge and skills in global leadership. We will address current and predicted international practices and trends in global leadership, the ability to shift strategies, business processes, and personal styles to fit a different environment and a broader range of employee backgrounds, cultures and motivations. Students will gain detailed knowledge and skills, reflect critically on these, and apply relevant concepts to the complexities of management and leadership principles in the context of a contact centre.
Total Fees: R4,060 per module
Credits : 10 per module
The purpose of these modules is for the student to engage competently with statistics and quantitative financing so that appropriate applications to option pricing, interest rate markets, statistical trading strategies, and risk management can be effectively managed. Students need to be able to articulate, present and communicate accurate financial management skills within the contact centre management context.
Total Fees: R4,060 per module
Credits : 10 per module
These modules provide the student with learning experiences illuminating detailed concepts of ethics in marketing in the contact centre environment. The module will address current and predicted international practices and trends in ethical marketing and marketing relationships, including marketing to young and vulnerable consumer groups, and applicable legislation and regulations regarding ethics in the marketplace. Students will be required to engage critically with all applicable concepts and relate them to the practices in the contact centre environment.
Total Fees: R4,060 per module
Credits : 10 per module
The Project Management modules will see students interrogate the knowledge and skills required to successfully plan and execute projects. Students will reflect critically on current project management best practices. To reflectively and competently plan, coordinate, and manage projects efficiently, including identifying and addressing risks, students will analyse applicable aspects of project management and apply these to the contact centre context.
Total Fees: R4,060 per module
Credits : 10 per module
These modules are designed to address current and predicted international practices and technology trends in contact centres. It supports the development of knowledge and skill at an advanced level concerning existing and upcoming contact centre technologies, and how the interrelated nature of current and emerging technologies provides complex opportunities. Students use this competence to manage and facilitate the use of various composites of collaborative technologies.
Total Fees: R4,060 per module
Credits : 10 per module
These modules present the significant and complex process of digital marketing, the management of customer relationships across all digital channels, and the creation of a digital marketing plan. Students will engage critically with all related concepts to develop and execute a solid digital marketing strategy; build a holistic campaign bringing in all elements of digital marketing to work with business objectives and strategy, and engage with digital copywriting.
Total Fees: R24,370 over 5 intakes
Credits : 60
This module runs concurrently with the regular modules over five intakes and supports the student’s growth as an agentic and self-critical researcher within their professional environment. Students will need to evaluate the concepts of knowledge and knowledge production as they engage with original research to demonstrate that appropriate, relevant research methodologies have effectively been applied; they should demonstrate the ability to identify a research problem or innovative opportunity in their professional landscape, plan and implement an appropriate research strategy, to write a and present an accurate and intentionally compiled research report to demonstrate that the findings have been analysed leading to meaningful recommendations.
FEES FOR 2025
Fees are payable at the start of each module and payment must be received by the payment deadline to successfully register and start the programme.
* Fees quoted are for 2025. Fees are subject to an annual increase.
Number of modules: 13
Programme credits: 180
Fees per programme credit: ± R406