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Certificate in Customer Experience Management (Contact Centre) (Microcredential)

Certificate in Customer Experience Management (Contact Centre) (Microcredential)

Level 4

Are you seeking a career in a customer-facing role? UCOL’s Certificate in Customer Experience Management (Contact Centre) Level 4 will provide you with the essential skills and knowledge for a successful career in the contact centre industry.

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Quick info

Level: 4

Locations: UCOL Manawatū in Palmerston North

Duration: 10 weeks

Dates:
04 Oct 2021 – 10 Dec 2021

Domestic Fees: *
$1200.00 (TBC)Scholarship info

International Fees:*
Please enquire for details

Additional Fees
Compulsory course costs may apply.

* Fees are indicative only, and are inclusive of the student services levy and GST (goods and services tax). The fee shown is for one year of study.

Graduates of this programme will better understand the contact centre industry and develop essential knowledge and practical work skills through simulated and on the job experiences. A work placement is part of this programme, and will give you the opportunity to apply and further develop the skills that employers are looking for.

This programme is offered through blended delivery. This means you will take part in a mix of block courses at UCOL,  online learning, and attendance at a seven-week work experience placement.

 Career & Study Outcomes

Graduate of this micro-credential will be able to:

  • Use specialist product knowledge, problem-solving, their communication skills, and common technology tools to efficiently and effectively manage customers' experiences.
  • Apply an understanding of relevant legislation and organisational policies to ensure compliance with a contact centre workplace.
  • Contribute to a culture of professionalism, wellness, and quality in a contact centre workplace.
  • This programme also aims to enable students to develop their literacy and numeracy skills, so they are prepared for working in a contact centre and/or further study.

 Course Information

This programme is comprised of 30 credits and is taught over ten weeks. This is  three weeks on campus and seven weeks on work experience placement.

Customer Experience Management (Simulated Environment) (10 Credits)

Develop an understanding of the contact centre industry and develop key knowledge and practical work skills. The course covers:

  • Contact centre functions and environment (purpose and role, organisational structure, Health & Safety, workstations, expectations and standards, KPIs, workplace values).
  • Careers within the contact centre industry.
  • Communication skills (cultural competence including te Reo Māori, active listening, verbal and non-verbal communication, questioning).
  • Account management (customer relationship, building rapport, empathy and trust, call etiquette and management, managing demanding customers, records management).
  • Inbound and outbound sales process (general processes, strategy, telesales, negotiating skills, handling objections, sales agreements, closing).
  • Compliance (call and sales compliance, quality assurance, compliance in telemarketing).
  • Legislation (Fair Trading Act, Privacy Act, Health & Safety, Consumer Guarantee, Data Security, Employment Relations).

Customer Experience Management (Contact Centre) (20 Credits)

Learn to apply and further develop specialist knowledge and practical work skills in a contact centre, to ensure your effective and compliant contact centre practice meets industry requirements. The course covers:

  • Contact centre induction (workstation, Health & Safety, workplace policies, rules and expectations, products and services specific to the contact centre, team members/roles, KPI's and performance management).
  • The role of the supervisor/learning coach (support, guidance, giving feedback).
  • Setting development targets/goals.
  • Professionalism and teamwork (what good conduct looks like in the workplace).
  • Specialist information specific to the individual contact centre, including (but not limited to):
    • Account management (call etiquette and management, records management, escalating calls).
    • Legislative and compliance requirements (relevant legislation, call and sales compliance, quality assurance, data security, employment relations).
    • Contact centre technology as applicable (records management, calling technology, computer and database use, computer telephony integration or CTI, call recording, chatbots).
    • Inbound and outbound sales process (processes, strategies, telesales, negotiating skills, sales agreements).
  • Common customer challenges and strategies for dealing with them (communication/language, problem-solving, de-escalation techniques, managing multiple stressors in a fast-paced, high pressure environment).
  • Reviewing and reflecting on own and others' customer experience management outcomes.

 Domestic Entry Requirements

Entry into the programme is conditional on applicants having NCEA Level 2 (including Literacy 10 credits at Level 2 and Numeracy 10 Credits at Level 1)

OR

Equivalent academic achievement

OR

On a case-by-case basis at the discretion of the Executive Dean.

 

For more information about NCEA Credits see UCOL's NCEA explained page.

 International Entry Requirements

The minimum entry requirement for international students is IELTS General or Academic score of 5.5 with no band score lower than 5 (or equivalent including TOEFL).

UCOL is a TOEFL iBT testing centre.

IELTS scores used must be taken from a single IELTS Test Report Form (combining scores from more than one test is not permissible).  

In addition to this, international applicants under the age of 20 must have NCEA equivalency (refer to guide held by Business Development International).

 Advice & Guidance

The programme consists of a minimum of 140 hours of work experience in a supervised contact centre setting organised by UCOL to achieve the required work experience hours. Students may be required to be available to work weekends and/or evenings.

Placements are conditional on a satisfactory conviction background check (from the New Zealand Police Licensing and Vetting Agency) and meeting minimum professional behaviour standards during the first course.

 Accreditation

The programme is approved by the New Zealand Qualifications Authority under section 249 of the Education Act 1989, and Universal College of Learning (UCOL) is accredited to provide it under section 250 of the Act.

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