Contact Centre Operations (Level 5)

Description

Are you considering a career in Contact Centre Operations? The Contact Centre industry is fast becoming the next knowledge worker profession and it revolves around effective communication and customer service. The overall aim of the programme is to provide the learner with the opportunity to acquire the requisite knowledge, skills and competence to work independently and under supervision in a range of customer contact centre settings and or to progress to further and or higher education and training. On completion of this qualification learners will be able to: ? Understand and implement service levels and their monitoring in Contact Centres. ? Monitor and control Contact Centre support Staff and their meeting of targets and standards. ? Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements. ? Identify specific Contact Centre customers. ? Coach others in Contact Centres. ? Work with Contact Centre statistical data The learner who successfully completes this programme will achieve the Level 5 Certificate in Contact Centre Operations 5M2071. The learner may then be eligible to apply to progress to the next or higher levels of the National Framework of Qualifications (NFQ) with a higher education provider.