Certificate in Customer Experience Management (Contact Centre) (Microcredential)
Palmerston North , New Zealand
Tuition Fee
Start Date
Medium of studying
Blended
Duration
2 months
Program Facts
Program Details
Degree
Diploma
Major
Customer Service Management
Area of study
Business and Administration
Education type
Blended
Timing
Full time
Course Language
English
About Program
Program Overview
This 10-week micro-credential program in Customer Experience Management (Contact Centre) equips students with essential skills for a successful career in the contact centre industry. Through a blend of online learning, classroom instruction, and a seven-week work experience placement, students develop key competencies in customer service, communication, problem-solving, and compliance. Graduates are well-prepared for entry-level positions and have the potential to advance in the industry.
Program Outline
Degree Overview:
Program:
Certificate in Customer Experience Management (Contact Centre) (Microcredential)
Level:
4
Location:
UCOL Manawatū in Palmerston North
Duration:
10 weeks
Dates:
2024 dates to be confirmed (TBC)
Domestic Fees:
Objectives:
- Provide students with essential skills and knowledge for a successful career in the contact centre industry.
- Develop students' understanding of the contact centre industry and essential knowledge and practical work skills through simulated and on-the-job experiences.
Description:
This micro-credential program prepares students for a career in the contact centre industry. It combines online learning, classroom instruction, and a seven-week work experience placement. Students will develop key skills in customer service, communication, problem-solving, and compliance. They will also gain a thorough understanding of the contact centre industry and relevant legislation.
Outline:
Program Content:
- Contact centre functions and environment
- Careers within the contact centre industry
- Communication skills (including cultural competence)
- Account management (customer relationship, building rapport)
- Inbound and outbound sales process
- Compliance (call and sales compliance, quality assurance)
- Legislation (Fair Trading Act, Privacy Act, etc.)
Program Structure:
- Blended delivery: online learning, block courses at UCOL, and work experience placement.
- 30 credits
- 10 weeks: 3 weeks on campus and 7 weeks on work experience placement.
Individual Modules:
Customer Experience Management (Simulated Environment) (10 Credits):
- Contact centre functions and environment
- Careers within the contact centre industry
- Communication skills (active listening, verbal and non-verbal communication)
- Account management (customer relationship, building rapport)
- Inbound and outbound sales process
- Compliance (call and sales compliance, quality assurance)
- Legislation (Fair Trading Act, Privacy Act, etc.)
Customer Experience Management (Contact Centre) (20 Credits):
- Contact centre induction (workstation, Health & Safety, policies, products & services)
- Role of the supervisor/learning coach
- Setting development targets/goals
- Professionalism and teamwork
- Common customer challenges and strategies for dealing with them
- Reviewing and reflecting on customer experience management outcomes
Assessment:
Assessment Methods:
- Assignments
- Presentations
- Work experience placement assessments
- Exams
Assessment Criteria:
- Knowledge and understanding of customer experience management principles
- Ability to apply theoretical knowledge to practical situations
- Communication and interpersonal skills
- Problem-solving and decision-making skills
- Professionalism and ethical behavior
Teaching:
Teaching Methods:
- Lectures
- Tutorials
- Workshops
- Online learning
- Work experience placement
Faculty:
- Experienced and qualified professionals in the contact centre industry.
Unique Approaches:
- Simulated contact centre environment
- Work experience placement with industry partners
- Opportunity to develop professional skills and networks.
Careers:
Potential Career Paths:
- Contact centre agent
- Customer service representative
- Account manager
- Sales representative
- Team leader
- Supervisor
Opportunities:
- Work in a variety of industries and organizations
- Opportunities for career advancement
- Competitive salaries and benefits
Outcomes:
- Graduates will be well-prepared for entry-level positions in the contact centre industry.
- Graduates will have the skills and knowledge to provide excellent customer service.
- Graduates will be able to contribute to a positive and productive work environment.
Other:
- The program is offered through UCOL Te Pūkenga, a subsidiary of Te Pūkenga - New Zealand Institute of Skills and Technology.
- The program is approved by the New Zealand Qualifications Authority under the provisions of the Education and Training Act 2020.
- The program is open to domestic and international students.
- Entry requirements include NCEA Level 2 or equivalent academic achievement.
- International students must also demonstrate English language proficiency.
- The program includes a minimum of 140 hours of work experience in a supervised contact centre setting.
- Students may be required to be available to work weekends and/or evenings.
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Admission Requirements
Entry Requirements:
Domestic Entry Requirements:
- NCEA Level 2: Completion of NCEA Level 2, including:
- Literacy 10 credits at Level 2
- Numeracy 10 Credits at Level 1
OR
- Equivalent academic achievement: Completion of qualifications considered equivalent to NCEA Level 2, such as:
- International Baccalaureate (IB) Diploma
- Cambridge International A-Levels
- National Vocational Qualifications (NVQs)
OR
- On a case-by-case basis at the discretion of the Executive Dean: Applicants who do not meet the standard entry requirements may be considered on a case-by-case basis if they can demonstrate exceptional ability or relevant experience.
English language proficiency:
- Applicants whose first language is not English must demonstrate English language skills equivalent to an IELTS overall band score (academic) of 5.5 with no band score less than 5.
- Acceptable English language proficiency tests include:
- IELTS
- TOEFL
- PTE Academic
International Entry Requirements:
In addition to the domestic entry requirements, international applicants must also meet the following:
- NCEA equivalency: International applicants under 20 years of age must have NCEA equivalency.
Language Proficiency Requirements:
- IELTS Academic score of 5.5: Applicants whose first language is not English must have an IELTS Academic score of 5.5 with no band score lower than 5.
- Other acceptable tests: The following tests are also accepted as proof of English language proficiency:
- TOEFL
- PTE Academic
- Work experience: The program includes a minimum of 140 hours of work experience in a supervised contact center setting.
- Placements: Placement is conditional on a satisfactory conviction background check and meeting minimum professional behavior standards during the program.
- Recognition of prior learning: Applicants may apply for recognition of prior learning, including cross credit, credit transfer, and assessment of prior learning.
Conclusion:
The entry requirements for the Certificate in Customer Experience Management (Contact Centre) program are designed to ensure that students have the necessary academic and language skills to succeed in the program.
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