National Diploma: Contact Centre Management

DURATION: 2 Years Full Time.
QA Body: Services SETA

SAQA ID: 21792
Credits: 241
NQF Level: 5

There is a need to develop career paths in this field as it is a high growth industry constantly in need of skilled people.

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Introduction

This Diploma is designed to meet the needs of those who want to make Contact Centre Management their chosen career path. Contact Centres have become a massive industry in the new economy, integral to the way organizations achieve their business objectives.

Includes a FREE Microsoft Office course.

Course Details

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Entry Requirements

Grade 12 or equivalent with English

Duration & Learning Materials

2 Years Full Time
All Learning materials are included.

Career Opportunities

Sales Managers
Contact Centre Managers
Sales Representatives
National Account managers
Key Account Managers
Channel Managers
Contact Centre Supervisors

What you will learn in this qualification

2 years

Modules:

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 a Contact Centre Customer database.
Lead Contact Centre team members in a diverse environment
Developing a contact center team
Analysing, measuring and monitoring customer service levels
Identifying, implementing and controlling operation issues

Certifications:

National Diploma: Contact Centre Management (NQF 5)

METHOD OF ASSESSMENT:

Compilation of a Portfolio of evidence

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Our accreditations

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It’s been an amazing experience studying at the Careers Business Institute. I didn’t imagine myself learning I.T when I left school but through CBI I have little doubt that this is the Career for me!

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Careers Business Institute is an excellent environment to upgrade your skills. Studying was a excellent experience for me. The lecturer very helpful and responsive. The knowledge that I have acquired through CBI played an imperative role in furthering my IT skills . Thank you for all your feedback and assistance. Definitely recommend

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My experience so far is one of excitement and new beginnings The dedication and hard work that has been put into my studies here so far has allowed me to succeed in many ways, as well as increasing my self-development skills. The campus is a great place to study and I would suggest it to anyone. They are well structured and the staff were lovely, my course buddies were too. I would recommend this campus to anybody that wants a fun experience as well as a very well structured and amazing environment to study in

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07:40 27 May 21

The Careers business institute in umhlanga is the best campus to study at if you want to prepare yourself for the modern world. Their innovative and interactive teaching methods instill the required knowledge needed for your intended career choice. Their facilities are top notch and does not disappoint. Their lecturers are world class and always on the ball. Take it from me careers business institute is the best campus to study at.

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07:23 27 May 21

I’m currently studying at Careers CBI Umhlanga campus, it’s a very clean and safe learning environment. It’s a very good learning experience, I’m enjoying the course the staff and lectures are very welcoming and friendly. What i like most is that the classes are small so it’s easier to interact with the lecturers, the lecturers make learning fun and interesting so you enjoy going to school everyday.