Contact Centre Operations

Mandatory units:

• Comply with health and safety procedures in a contact centre
• Develop personal and organisational effectiveness in a contact centre

Optional units:

• Monitor health and safety procedures in a contact centre
• Support team use of contact centre systems and technology
• Supervise customer service activities in a contact centre team
• Manage customer service delivery in a contact centre
• Carry out direct sales activities in a contact centre
• Lead direct sales activities in a contact centre team
• Manage direct sales activities in a contact centre
• Communicate information to customers through a contact centre
• Coordinate customer communication processes in a contact centre
• Contribute to performance management in a contact centre
• Support customers and colleagues when providing contact centre services
• Maintain customer support operations in a contact centre
• Contribute to resource plan development in contact centre operations
• Deal with incidents through a contact centre
• Manage incidents referred to a contact centre
• Using email
• Using collaborative technologies
• Bespoke software
• Handling objections and closing sales
• Leading a sales or marketing team
• Negotiating, handling objections and closing sales
• Contributing to the development and launch of new products and/or services
• Set objectives and provide support for team members
• Manage own professional development within an organisation
• Support team members in identifying, developing and implementing new ideas
• Plan, allocate and monitor work of a team
• Manage customer service in own area of responsibility
• Manage or support equality of opportunity, diversity and inclusion in own area of responsibility
• Manage conflict in a team
• Lead and manage meetings
• Support customers using on-line customer services
• Buddy a colleague to develop their customer service skills
• Develop your own customer service skills through self-study
• Deal with customers using bespoke software
• Maintain customer service through effective handover
• Organise the delivery of reliable customer service
• Lead a team to improve customer service
• Gather, analyse and interpret customer feedback
• Monitor the quality of customer service transactions
• Build a customer service knowledge set
• Work with others to improve customer service
• Process customer service complaints
• Handle referred customer complaints
• Champion customer service
• Develop working relationships with colleagues
• Using the internet
• IT communication fundamentals

The learner must achieve 42 credits.

Central Sussex College is committed to providing you with guidance and support to help you make the most of your potential and achieve your goals! We offer an exciting range of academic qualifications, vocational subjects and apprenticeships – based at excellent facilities in Crawley, Haywards Heath, East Grinstead and Horsham. We have something for everyone – so whether you are just leaving school and looking to study for a BTEC or A Levels, are looking to retrain and gain new skills or take your studies further with professional qualification or higher level training at our University Centre, Central Sussex College can cater for you.