The BTEC Level 5 Professional Diploma in International Contact Centre Management is an internationally recognised 8-10 month part-time programme specifically designed for middle and senior managers working in the Contact Centre and Business Processing Outsourcing Industry.

Graduates from this programme will obtain the necessary knowledge, competencies and

skills to begin or continue their careers as Managers (Operations, Human Resources, MIS, TQM, etc), within the Contact Centre and business outsourcing services. Graduates can easily progress to becoming part of the Senior Management team in their respective Industries.

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 1
3
Total Quality Management for Contact Centre Management
4
Principles of Management Information Systems for Contact Centre
5
Project Management for Contact Centres
Each module will require attendance at weekly lectures and designated workshops/labs