ND: Contact Centre Management | Omni HR Consulting

Contact Centre Management National Diploma

Available online

Upcoming Dates: TBC

Location: Online

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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:  

 

2024 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:  


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





Price duration and Access Criteria:  

 

2024 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

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