The BTEC Level 4 Professional Certificate in International Contact Centre Management is an internationally recognised 8 week full time or 24 week part-time programme specifically designed for team leaders, middle and senior managers working in the Contact Centre Industry. Graduates from this programme will obtain the necessary knowledge, competencies and skills to enhance their career as supervisors and /or managers within the Contact Centre and Business Process Outsourcing (BPO) Services. Graduates can easily progress to becoming supervisors and team leaders in the Contact Centre Industry.

Applicants from the Contact Centre support industries are also welcomed; this may include for example people from education and training, recruitment and selection, HR development, and CRM software and hardware. A Contact Centre Advisory Group was established, drawing on representatives from across the industry, who were very influential in determining the design of the programme so that it met the needs of those wanting to develop their careers within the industry.
     
   
CORE MODULES & DURATION OF THE COURSE
       
   
The course is normally a 8-week full-time or 24 week part-time programme comprising of the following:
       
   
Unit
 Modules
1
Principles of Contact Centre Management
2
Contact Centre Human Resources Management
3
Customer Service Quality Management
4
Contact Centre Team Management
5
Contact Centre Business Communication Skills
Each module will require attendance at weekly lectures and designated workshops/labs