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.