Vocational Programs

Level 3 - Advanced Certificate In International Contact Centre Operations

Title of Programme BTEC LEVEL 3 ADVANCED CERTIFICATE IN INTERNATIONAL CONTACT CENTRE OPERATIONS
Title of Award on Completion Advanced Certificate in International Contact Centre Operations
Brief Description The programme is an internationally recognised 8-week full time programme specifically designed for school leavers and fresh graduates, intending to enter the customer service industry, specifically the Contact Centre and Business Process Outsourcing market. Graduates from the programme will obtain the necessary knowledge, competencies and skills to begin their career as customer representatirive and/or agents within the hospitality,contact centre and business outsourcing services. Graduates can easily progress to become supervisors and team leaders in the industry.
Objectives/Outcomes At the end of this programme, participants will be able to understand the contact centre business and to subsequently work as contact centre professionals.
Duration 8 weeks
Target Audience School leavers and fresh graduates
Topic Modules Unit 1 : Principles of Contact Centre Operations
Unit 2: Human Resources : Stress Management
Unit 3: Principles of Customer Service
Unit 4 : Contact Centre Customer Communications
Unit 5 : Contact Centre Communication Skills