Diploma in Contact Centre Management

Purpose

The purpose of this qualification is to equip learners with appropriate knowledge and skills as well as applied competence to perform functional activities associated with the management of a contact centre. The qualifying learner will demonstrate focused knowledge of, and skills in Communication, Management principles, the contact centre environment, Marketing, Human Resources (HR) Management, Quality assurance and performance management. After the completion of this qualification, learners will in addition be able to provide effective customer service based on customer practice and behaviour, sound use and analysis of customer service databases and customer satisfaction surveys. The learner will be able to utilise multimedia in order to provide feedback to staff and customers to maximise quality service. Learners will be trained to independently and creatively solve problems. Learners will learn to be culturally sensitive in their communication with customers, using appropriate language and acknowledging the cultural diversity of clients.

Rationale

The qualification will provide a set of essential skills to support business owners and service delivery organisations to maximise their outputs through the application of the latest technological advanced equipment in contact centres. The qualification focuses on the enhancement of customer relations, marketing and managing the business through the contact centre in the business environment. It includes different important marketing - management - and HR related modules to develop the learner for success in a balanced corporate business contact centre environment within which the graduates must function. This in turn constitutes a one of a kind qualification in South Africa. The institution is the only university offering the qualification on a full-time basis as compared to other universities who offers it through a correspondence programme. This Diploma will assist graduates to be equipped to take positions as: Contact centre agents, (Contact centre representatives, Contact centre officer), Contact centre supervisors, Contact centre managers. In addition, the qualification provides the successful graduate with the opportunity to further specialise in marketing or business in the contact centre environment.

Recognition of Prior Learning (RPL)

• As per institutional policy, credits towards this qualification may be obtained by means of Recognition of Prior Learning (RPL).

Entry Requirements

The minimum entry requirement for this qualification is

• Senior Certificate National Qualifications Framework (NQF) Level 4.

This qualification consists of the following compulsory modules at National Qualifications Framework Levels 5 and 6 totalling 360 Credits.

Compulsory Modules, Level 5, 120 Credits

• Contact Centre Management I, 24 Credits.
• Contact Centre Technology I, 24 Credits.
• Communication for Academic Purpose, 10 Credits.
• Information Literacy I, 2 Credits.
• Contact Centre Customer Relations I, 24 Credits.
• Human Resource Management I, 24 Credits.
• Life Skills, 2 Credits.
• Computer Literacy, 10 Credits.

Compulsory Modules, Level 6, 240 Credits

• Contact Centre Customer Relation II, 24 Credits.
• Contact Centre Communication, 24 Credits.
• Work Integrated Learning (WIL) in Contact Centre Management II, 10 Credits.
• Contact Centre Management II, 24 Credits.
• Human Resource Management II, 24 Credits.
• Contact Centre Technology II, 24 Credits.
• WIL in Contact Centre Management III, 26 Credits.
• Contact Centre Customer Relation III, 30 Credits.
• Human Resource Management III, 24 Credits.
• Contact Centre Management III, 30 Credits.

1. Demonstrate detailed knowledge of the main areas of Management, including an understanding of and an ability to apply the key terms, concepts, facts, principles, rules and theories relevant to general management practice in the context of a contact centre.
2. Demonstrate an understanding of the relationships between Technological devices and systems, and of how actions, ideas or developments in one system impact on other systems.
3. Demonstrate an ability to evaluate and select different sources of information (Multimedia) appropriate to the task as well as the ability to apply well-developed processes of analysis, synthesis and evaluation regarding Operational and Workforce management.
4. Demonstrate an ability to present and communicate complex information reliably and coherently using appropriate professional or occupational conventions, formats and technologies for a given context.
5. Demonstrate detailed knowledge of the main areas of the discipline of marketing, including an understanding of and an ability to apply the key terms, concepts, facts, principles, rules and theories of that discipline and practice to unfamiliar but relevant contexts.
6. Demonstrate detailed knowledge of the main areas of the discipline of Human Resources (HR) management including an understanding of and an ability to apply the key terms, concepts, facts, principles, rules and theories of that discipline and practice to unfamiliar but relevant contexts.
7. Identify, analyse and solve problems regarding quality in unfamiliar contexts, gathering evidence and applying solutions based on evidence and procedures appropriate to the discipline and practice of contact centre operations and management.

The following Associated Assessment Criteria will be used in an integrated manner across the Exit Level Outcomes

• Demonstrate skills of personal mastery to identify, plan, present and, implement campaigns and marketing communication.
• Demonstrate skills to identify and analyse managerial problems; provide solutions through case studies and role plays and logistics management (e.g. benchmarking etc.).
• Demonstrate management abilities relating to groups, change, people and resources, knowledge of organisation processes and leadership skills.

Integrated Assessment

Formative Assessment strategies are continuous and aimed at giving learners' feedback on their progress in the achievement of learning outcomes as well as to integrate theoretical and practical competence. Such strategies include assignments, discussions, case studies, tests and tutoring. Some of the criteria may be assessed through observation of the learners during classes, practical and tutoring sessions.

The Summative Assessments strategies are aimed at judgement of the learning in relation to the Exit Level Outcomes of the qualification. Such strategies include examinations, reports, projects or equivalent such as a portfolio of evidence which is representative of a selection of the outcomes practiced and assessed in the formative stage.

Evaluating practical situations in the workplace through Work Integrated Learning (WIL) (where applicable). At this level, in terms of assessing applied competence, the emphasis shifts more to the assessment of reflexive competence which is the demonstrated ability to integrate learners' performances with their understanding so that they are able to adapt to changed circumstances and explain the reason behind these adaptations. WIL assessment: A report compiled by the employer, outlining practical activities, general work ethic, punctuality, etc. This will be compiled in accordance with the specified Work Integrated Learning (WIL) outcomes supplied to the employer. A report will be compiled by the learner, recording learning activities, problems, solutions and overall impressions of the WIL experience according to the provided guidelines in accordance with the provided guidelines in accordance with the specified WIL outcomes.