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PROUD TO BE… THE PEOPLE'S UNIVERSITY
HIGHER CERTIFICATE IN CONTACT CENTRE MANAGEMENT
The Higher Certificate in Contact Centre Management will equip you with competencies in the fields of communication, contact centre management and customer relations. It makes use of current technologies which will enable you to occupy various contact centre positions and will make you competent with technology. This is an entry-level qualification with a vocational and industry orientation. It provides current contact centre professionals with this much-needed qualification to grow their capabilities and expertise. It strikes a balance between the conceptual (knowledge) and contextual (practical) aspects of the learning experience.
This programme is ideal for:
• Sales Representatives
• Contact Centre Supervisors
• Administration Staff
• Telesales Clerks
• Client Services Clerks
• Assistant Quality Assurors
• Contact Centre Agents
• IT Staff
Requirements
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To apply for this qualification, a student requires:
• A Senior Certificate (before 2008) with a minimum APS of 20 or an equivalent qualification.
OR
• A National Senior Certificate (in or after 2008) with a minimum APS of 20, or a bachelor’s, diploma, or Higher Certificate endorsement, or an equivalent qualification with an achievement level of at least 3 for English (Home Language or First Additional Language).
OR
• A National Certificate (Vocational) with a minimum APS of 20 or a bachelor, diploma, or higher certificate endorsement with at least 40% for English (Home Language or First Additional Language). The certificate must be in any of the following fields: management, marketing, hospitality, tourism, office administration, information technology, computer science, finance, economics or accounting.
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 - 120 credits
Fees quoted are 2024 fees and are subject to an annual increase.
Total Fees: R2,096
Credit: 10
The purpose of the module is to enable students to apply a variety of listening and note-taking skills for academic and professional purposes and use different reading strategies appropriate to the purpose of reading in both an academic and professional environment. They will learn to compose a selection of written texts related to a specific field of study and plan, draft, revise and edit written work for clarity, coherence, style and appropriateness. Students will get the skills to present information orally in a variety of academic and professional situations, such as employment interviews, participation in problem-solving activities, and individual and group presentations related to the intended field of employment.
Total Fees: R2,096
Credit: 11
This module will introduce learners to the fundamental principles of contact centre operations, the use of resources, the analysis of reports, and the overall planning of future activities within a contact centre environment.
Total Fees: R2,096
Credit: 11
Here we equip learners with skills to understand and build relationships with customers in the effective functioning of a contact centre management context. Learners will build competence in handling and resolving customer enquiries, and engage with various customer queries and needs to provide efficient customer service.
Total Fees: R2,096
Credit: 11
The module will equip learners with skills to engage with aspects of team dynamics, such as teamwork and key concepts of team building. Learners will build competence to function as team members by understanding the roles, responsibilities and individual contributions of team members. We will study concepts of team development, the potential conflicts expected in teams, how to mediate these, and how to effectively use appropriate channels of communication.
Total Fees: R2,096
Credit: 11
This module is designed to provide learners with skills and knowledge to determine both internal and external customer expectations to deliver quality service at a level that will meet the customer's expectations. The learner will be able to successfully compete in the contact centre industry and achieve individual and corporate/company productivity.
Total Fees: R2,096
Credit: 8
The module aims to teach students about the different types of storage devices, emphasising the importance of storing and managing stored files or information. We look at the input and output devices and the importance of distinguishing between the input and input devices as well as output and output devices. The module will address the importance of using the Internet to search for information, the use of Wi-Fi connectivity, and distinguishing between the Internet and the World Wide Web. We will teach the students about the use of different productivity software applications such as Microsoft Word (word processor), Excel (spreadsheet) and PowerPoint (presentations). We will perform troubleshooting in different situations, and acquire fundamental ICT principles of computers in order to excel in the digital world of End User Computing.
Total Fees: R2,096
Credit: 10
The learner will acquire foundational knowledge on creating presentations with appropriate organisational information in the form of slideshows comprising objects, graphics, and multimedia. It will support the learner’s ability to apply different formatting techniques and modify and edit business presentations. The emphasis of this module is to provide a platform for students to acquire knowledge and skill, and to guide students into the world of work as a contact centre professional. Students will learn how to apply their knowledge to the business world and the contact centre environment in the managerial functions specific to their trade.
Total Fees: R2,096
Credit: 12
This module includes foundational knowledge regarding data processing with the aim of equipping a learner with sound knowledge associated with the use of spreadsheets, including functionalities, such as formulas, functions, formatting and charts. The collection and manipulation of items of data to produce meaningful information is articulated.
Total Fees: R2,096
Credit: 12
The module provides interdisciplinary skills in the basic competency level of production and productivity (speed typing, keyboarding, VOIP) and word processing applications (e.g. MS Word). The module will also provide foundational knowledge regarding word processing and information processing with the aim of document creation as well as the editing and formatting of content at a production rate according to industry standards. The acquisition, recording, organisation, retrieval, display, protection, and dissemination of information are articulated. The ability to create reports, sales letters, business plans, blogs, web content, forecasts and more at a production rate is introduced. Keyboarding techniques and productivity drills are introduced to assist in increasing the learners’ production and productivity in the workplace. The emphasis on the practical modules is to provide a platform for students where they could be developed to acquire knowledge and to guide students into the world of work as contact centre workers. Students will learn how to apply their knowledge to the business world and the contact centre environment in the managerial functions specific to their trade.
Total Fees: R2,096
Credit: 8
Foundational knowledge of cloud-based productivity and collaboration applications that integrate business applications in the field of contact centre management is articulated. The module is designed to provide knowledge regarding collaboration and management software by means of an introduction to core functions which include email, calendaring, contact management, and cloud collaboration software.
Total Fees: R2,096
Credit: 8
The module will equip learners with skills to interact with customers across various channels of communication available in the contact centre. The module will also give a broad understanding of the field of computer security, including current commercial and information security issues and areas of concern. Learners will also learn to keep the company’s information confidential.
Total Fees: R2,096
Credit: 8
The contact centre management context requires one to pay deliberate attention to aspects of communication, as these pertain to generic communication skills, but specifically to aspects of business communication. The purpose of this module is therefore to build competence relating to team communication in the workplace, organisational communication, verbal skills, writing skills (specifically as these relate to the context of contact centre management), and competence regarding language usage in a larger business context.
FEES FOR 2024
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 2024. Fees are subject to an annual increase.
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Number of modules: 12
Programme credits: 120
Fees per programme credit: ± R210