Is management your calling? A demand for skilled staff to manage contact and call centres means career advancement opportunities in this industry are excellent.
The Contact Centre Management Program is an online professional development program that will provide you with the skills and knowledge required to effectively manage a contact or call centre. In this management course, you will learn how to support the development of a learning environment where work and learning come together. There is an emphasis on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.
You will also learn to lead and manage continuous improvement systems and processes as well as develop strategies to manage organisational systems within a contact centre environment. In addition, this professional development course will teach you how to plan, implement, direct and evaluate sales team activities.
On conclusion of this course, you will feel confident in your knowledge of management strategies to competently manage a contact or call centre team.
Course Structure
Unit 1 - Lead and manage a sales team
- Sales operations
- Develop sales team objectives
- Sales plan and budget
- Comparative analysis
- Competition
- Planning process
- Sales
- Size and structure of sales team
- Recruit staff
- Select and induct sales team
- Training methods
- Compensation methods
- Non-financial rewards
- Sales territories
- Direct sales team
- Motivate and support team
- Coach and mentor team
- Client focused tactics
- Sales training programs
- Conversion rate data
- Cross selling ratio’s
- Sales management
- Sales reports
- Customer needs
- Up selling / cross selling
- Ethical and social conduct
- Evaluate sales performance
- Recognise and reward staff
Unit 2 - Develop a sales plan
- Organisational strategic direction
- Strategic planning documents
- Meeting your market
- Strategic direction
- Mission strategic plans
- Successful approaches
- Forecasting
- Buying patterns
- Products
- Consumer attributes
- Competitor analysis
- Establish performance targets
- Develop a sales plan
- Targeting the market
- Develop risk controls
- Risk management planning
- Advertising/promotion campaign
- Vertical marketing
- Sales plans
- Budgets
- Coaching
- Product knowledge
- Monitor sales plan
- Evaluations
- Up selling and cross selling
Unit 3 - Manage quality customer service
- Customer-driven organisations
- Identifying customer needs
- Changing customer needs
- Market research
- Demographic factors
- Markets
- Budgeting and forecasting
- Target markets
- Market segments
- Data analysis
- Factor and cluster analysis
- External trends
- Product service bundles
- Value proposition
- Product benefits
- Product/service delivery
- Business and strategic plans
- Effective resource management
- Constraints
- Consumer profiling
- Managing performance
- Customer service training
- Leadership and supervision
- Coaching and mentoring
- Monitoring strategies
- Feedback and complaints
- Problem solving
Unit 4 - Schedule customer engagement activity
- Engagement traffic data
- Traffic patterns
- Staffing peak periods
- Anomalies in engagement patterns
- Forecasting and planning
- Customer contact
- Contact centre software
- Staff requirements
- Queuing tools
- Handling times
- Staff occupancy
- Forecasted calls
- Engagement traffic
- Average call numbers
- Operational efficiency / trends
- Scheduling staff
- Communicate schedules
Unit 5- Facilitate continuous improvement
- Decision-making processes
- Responsibility and initiative
- Continuous improvement
- Implementation
- Action plans
- Change and improve processes
- Mentoring and coaching
- Training / team building
- Managing teams
- Change management
- Process mapping
- Process flow charting
- Resistance factors
- Communication methods
- Costs
- Statistical Process Control (SPC)
- Variations
- Process capability
- Consistency
Unit 6 - Run a multicentre
- Multicentre structure
- Customer needs
- Quality, time and cost specifications
- Service standards
- Key performance indicators
- Multicentre targets and standards
- Individual performances
- Individual target setting
- Customer feedback
- Continuous improvement
- Improving products and services
- Procure resources
- Feasibility study
- Process resources
- Human resources
- Customer service problems
- Problem solving process
- Consultations
- Customer service standards
- Performance management
- Escalating enquiries
- Multicentre staff training
- Records management
Study Hours
Estimated duration 120 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
- Team Leader
- Call Centre Manager
- Customer Service Team Leader
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