Advanced Diploma in Contact Centre Management

Purpose:

The Advanced Diploma in Contact Centre Management is a vocational qualification which is developed to deepen graduates' knowledge and understanding of the theories, methodologies and practices associated with the management of Advanced Contact Centres as well as to develop applied competence to perform functional managerial activities. The qualifying learner should be able to demonstrate cultural diversity implications when communicating with customers, and integrate knowledge and skills to manage Advanced Contact Centres as well as the ability to advise senior management on the selection of latest technological resources to enhance productivity. The qualifying learners will also be able to interpret and manage system-generated reports in order to provide feedback to employee and customers to optimise quality customer service; in addition, they will be able to provide effective customer service based on customer practice and expectations, sound use and analysis of customer databases, customer and employee satisfaction surveys.

After the completion of this qualification, qualifying learners are able to analyse the investment of contact centre employees through the application of people management functions such as performance management, compensation, absenteeism and retention. The achievement of this qualification will enable learners to further their academic studies at the level of a Postgraduate Diploma in the field of Contact Centre Management.

Rationale:

South African organisations widely use Contact Centres for customer engagement and service delivery which is key to success in the sector, and this demands expert utilisation of technology and strategic management. The industry is also becoming a destination of choice for large international organisations. Successful candidates will occupy positions such as Contact Centre deputy director, contact centre general manager, contact centre operations manager, head of customer service, contact centre quality assurance. The qualification is beneficial to both society and economy due to a high demand for qualified contact centre personnel. This qualification follows on the Diploma in Contact Centre Management in the vocational stream of qualifications, and it articulates vertically with the Postgraduate Diploma in Contact Centre Management. This qualification partially fills the gap between Undergraduate and Postgraduate studies in this discipline which create a coherent pathway for learners wishing to pursue a vocational and/or academic career in this field. Relevant stakeholders, including academic peers from outside the institution and employers represented on the Advisory Committee, were involved in the development of the qualification.