Operational Excellence in Call Centre Management

Description

✅ Purpose and Rationale

This qualification prepares learners to operate as Contact Centre Managers, responsible for managing and optimising contact centre operations. It supports South Africa’s goal of becoming a global leader in business process outsourcing and customer service excellence.

Developed in collaboration with the Contact Centre Management Group (CCMG), this programme reflects industry best practices and aligns with the South African Bureau of Standards (SABS) for Business Process Services and Offshoring Operations. It is ideal for professionals in inbound, outbound, or outsourced contact centres.

📘 Qualification Rules

The qualification includes:

Knowledge Modules (80 credits):

• Contact centre operations, communication, supervision, people management
• Technology, quality assurance, supplier and customer management
• Financial management and industrial relations

Practical Skills Modules (98 credits):

• Budgeting, interpreting financials, team management
• Operational planning, service level agreements, personnel supervision
• Supplier and customer communication, MIS reporting, process improvement

Work Experience Modules (107 credits):

• Financial control, team leadership, operational planning
• Personnel and industrial relations, customer and supplier management
• Quality assurance, technology optimisation

🎯 Exit Level Outcomes

Graduates will be able to:

1. Manage and control contact centre costs
2. Plan operations and achieve performance targets
3. Lead and manage personnel effectively
4. Build strong customer and supplier relationships
5. Assure quality standards and compliance
6. Optimise technology and process efficiency

🌍 International Comparability

Benchmarked against UK’s NVQ Diploma in Contact Centre Operations, and qualifications from Australia and New Zealand, this programme includes comparable units such as:

• Managing customer service delivery
• Coordinating communication processes
• Leading performance and resource planning
• Supporting quality audits and service improvements

South Africa’s version offers deeper integration of compliance, technology, and strategic planning, making it highly relevant for global competitiveness.

🔗 Articulation Options

• Horizontal Articulation:
  • Occupational Certificate: Customer Service Manager (NQF Level 5)
  • Occupational Certificate: Business Process Manager (NQF Level 5)
• Vertical Articulation:
  • Diploma in Contact Centre Leadership (NQF Level 6)
  • Bachelor’s Degree in Business Administration or Operations Management

🧭 Who Should Enrol?

• Contact centre supervisors and team leaders
• Professionals transitioning into management roles
• Managers seeking formal recognition and upskilling
• Organisations aiming to improve service delivery and operational control

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