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​​​Contact Centre ​Management ​National ​Diploma

​​Upcoming Dates: ​​​​​8 ​Feb | ​​27 ​June​

​​Location: Cape Town | ​Midrand

​Learning Solution Type: ​​​National Diploma

​​​SAQA ID: #​21792

NQF L​evel: 5​

​Total Cr​​​​edits: ​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 Cent​re 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."

What you will learn

​​​This NQF Level 5 qualification empowers Contact Centre Managers with the knowledge and skills to strategically lead their Contact Centre Operation into the future. 

Through practical application we will enable you to:

  1. Develop and plan contact center operations.
  2. Respond to the needs of customers based on needs analysis 
  3. Develop and maintain a client database. 
  4. Identify and manage areas of customer service impact.
  5.  Analyze and interpret statistical data and reports.
  6.  Analyze, measure, monitor and maintain service levels and quality
  7.  Develop and implement rewards and incentive strategies.
  8.  Develop and maintain a diverse working environment. 
  9. Guide contact center teams to work together and maintain cohesion.

course Details

Price​ duration and Access Criteria:  

 

2020 Price: R35 000

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:  


​- Block Classroom training

- Virtual Training sessions via Adobe Connect

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

- Application of practical assignments in a Contact Center


​​​



Location:  


OMNI HEAD-OFFICE
1st Floor, Nolands House, River Park,
Liesbeek Parkway, Mowbray,
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:  

 

2020 Price: R35 000

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:  


- Block Classroom training

- Virtual Training sessions via Adobe Connect

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

- Application of practical assignments in a Contact Center

​​Location:  


OMNI HEAD-OFFICE
1st Floor, Nolands House River Park,
Liesbeek Parkway Mowbray,
Cape Town
View in Google Maps

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

​Ready to start your journey?

​​NEED MORE INFORMATION or Custom​ solution?

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