Higher Certificate in Contact Centre Management

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.