ND: Contact Centre Management | Omni HR Consulting

Contact Centre Management National Diploma

Now Available online

Upcoming Dates: TBC

Location: Cape Town | Midrand

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Learning Solution Type: National Diploma

SAQA ID: #21792

NQF Level: 5

Total Credits: 245

Author: Roshni Cornelius - Contact Centre Programme Manager - Omni HR Consulting 

Opinion Piece - Contact Centre Management: A Scarce and Critical skill

Excerpt:

"Innovation and disruptions are constantly changing the goal post in the Contact Centre industry and keeping abreast with the skills needed, becomes a skill on its own. It is therefore important that Education and Training progress and transition as needed in an evolving environment."

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What you will learn

This qualification empowers Contact Centre Managers to strategically lead their Contact Centre Operation into the future. 

Through practical application we will enable you to:

  • Develop and plan contact centre operations.
  • Develop and maintain a client database.
  • Manage areas of customer service impact and implement incentive strategies.
  • Interpret statistical data and reports.
  • Measure and monitor service levels and quality.
  • Develop and maintain cohesive teams in a diverse working environment.

course Details

Price duration and Access Criteria:  

 

2023 Price: R42 350

Duration: 24 Months

Access Criteria: Operating at a senior level in a Contact Centre












Learning Outcomes:  


- Articulate the operations in either a commercial environment or an emergency environment.

- Analyse and use statistical data.

- Manage the quality of operations, service levels and performance levels and implement service delivery systems.

- Determine and apply rewards and incentives.

- Assess the sales environment and take appropriate action where necessary.

- Develop and maintain Contact Centre customer database.

- Lead Contact Centre team members in a diverse environment.

Methodology:  


Face to Face or Virtual Learning:


- Block Classroom training

- Virtual Training sessions via Microsoft Teams

- One-on-One coaching and learner support (face-to-face and virtual)

- Application of practical assignments in a Contact Center





Location:  


ONLINE
Through Virtual Engagement Technologies


OMNI HEAD-OFFICE
Innovation Centre, 7th Floor, South Park
Black River Park, Fir Street, Observatory,
Cape Town
View in Google Maps

OMNI MIDRAND
Block Q, Park on 16th
789 16th Road, Randjiespark
Midrand
View in Google Maps

Price duration and Access Criteria:  

 

2023 Price: R42 350

Duration: 24 Months

Access Criteria: Operating at a senior level in a Contact Centre

Learning Outcomes:

  

Face to Face or Virtual Learning:


- Articulate the operations in either a commercial environment or an emergency environment.

- Analyse and use statistical data.

- Manage the quality of operations, service levels and performance levels and implement service delivery systems.

- Determine and apply rewards and incentives.

- Assess the sales environment and take appropriate action where necessary.

- Develop and maintain Contact Centre customer database.

- Lead Contact Centre team members in a diverse environment.


Methodology:  


- Block Classroom training

- Virtual Training sessions via Microsoft Teams

- One-on-One coaching and learner support (face-to-face and virtual)

- Application of practical assignments in a Contact Center

Location:  


ONLINE
Through Virtual Engagement Technologies


OMNI HEAD-OFFICE
Innovation Centre, 7th Floor, South Park
Black River Park, Fir Street, Observatory,
Cape Town
View in Google Maps

OMNI MIDRAND
Block Q, Park on 16th
789 16th Road, Randjiespark
Midrand
View in Google Maps

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