Strategic Contact Centre Management

Course details

The Strategic Contact Centre Management programme has been developed by subject experts in DBS and experts within the sector. This programme is aimed at any individual working, or intending to work as a manager in a Contact Centre. Participants will gain a better understanding of the context within which they operate, the evolution of the Contact Centre as well an appreciation of the Information Systems currently utilised. They will also gain an in-depth knowledge of best practice in Contact Centre Performance Management, understand the metrics of the industry and be able to map how to influence the changing role of the contact centre from cost centre to business value enabler within their own organisation. The programme consists of three modules worth 5 ECTS each.

Modules

Strategic Management (5 ECTS)

This module introduces learners to the formation of strategy process in a range of organisational contexts with particular emphasis on globalisation and a changing and volatile environment. Specific focus will be placed on the importance of the Contact Centre to an organisation’s strategic goals.

Contact Centre Performance Management (5 ECTS)

This module examines contact centre performance measures, and the performance of agents within a centre, to add value to an organisation. It also introduces learners to the range and type of metrics available in contact centres and the way in which these metrics align with and support business objectives. Finally, it examines differences in managing in-sourced and outsourced delivery models and the contact centre value chain.

Contact Centre Innovation and IT Management (5 ECTS)

This module looks at innovation and the changing role of the contact centre. It focuses on the use of technology, such as cloud computing, analytics and the relationship between management and the contact centre IT/IS. Finally, it provides insight into how customer relationships are built and maintained and the application of learning to specific business challenges.

Assessment and Accreditation

Candidates successfully completing all three modules will receive a HETAC Special Purpose Award (Level 9) Certificate in Strategic Contact Centre Management.

Entry Requirements

• Holders of a Level 8 NFQ Degree award in any discipline or equivalent
• Applications without this will also be accepted on the basis of prior experience and learning (APEL) meaning applicants who do not meet the normal academic requirements may be considered based on relevant work and other experience.