Accredited Training for Contact Centre Professionals · Specialisms • Leadership & management development • Organisational development • Professional & vocational development

© Professional Planning Forum 2013

Accredited Training for

Contact Centre

Professionals

Last updated: 26th February 2013


The contents of this slidepack are subject to final confirmation of validation for the programmes

Validation of the BSc in Customer Contact Planning & Management has been approved subject to a small number of amendments which is typical of any validation process. Once these are final then this document becomes confirmed


■ All accredited training delivered in partnership with University of Ulster■ Adds academic learning to consolidate technical

skills of Contact Centre staff

■ Primarily online, supplements on the job learning, which is important for vocational learning

■ Full access to academic libraries

■ Taught as programmes – usually with an intensive learning session to start a module or programme

■ All training is accredited and allows students to embark on a path of higher education

■ Next slides show some info on partnership

Partnership

University of Ulster Advisory Group Planning Forum

Steering Group

Course Committee

Course Director

Specialisms • Leadership & management development• Organisational development • Professional & vocational development

Awards Certificate to MSc (levels 4-7)

Focus High-impact tailored programmes

Strategy Strategic partnerships

The Business Institute

Students All part-time 1,865 in 2011/2

Staff 12 academic 4 admin


■ Students can participate in programmes at Level 4,5 or 6

(1st – 3rd years of a degree programme)

■ Programmes range in length from 6 months to 3 years

■ Programmes can be taken in batches (do one, stop study

and return in future to ‘top-up’)

■ Qualifications awarded based on end points in table

below

■ Certificates & Diplomas = 5-6 months of work

■ BSc = 10-12 months of work (see next slides for course modules)

The programme

Level 4 Level 5 Level 6

Certificate in Customer Contact Planning & Management

Advanced Certificate in Customer Contact Planning & Management

BSc (Honours) Customer Contact Planning & ManagementCertificate Higher Education in

Customer Contact Planning & Management

Advanced Diploma in Customer Contact Planning & Management


■ Students can study a range of programmes from a single stand alone module right through to a full BSc Honours degree

■ Content is delivered through a ‘blended teaching’ environment comprising of:■ Face to face workshops and training courses

■ Online Webinars

■ Conference calls for group discussion

■ Directed reading

■ Simulation models and exercises

■ Discussion forums

■ 1-1 telephone tutorials

What is on offer?


■ Any module can be taken as a stand-alone training instance■ 10 credit modules last 4-6 weeks

■ 15 credit modules last 6-8 weeks

■ 20 credit modules last 8 – 10 weeks

■ All credits are accrued and can be used as credit for any future Higher Education programme (subject to course regulations)

■ Similarly by doing 3 modules over 3 years a University Qualification could be awarded –allowing students to study at a pace which suits their lifestyle

Individual Modules


Level 4 Level 5 Level 6

Cert

ific

ate

The Customer Contact Environment (20)

Adva

nced C

ert

ific

ate Introduction to Planning (20)

BSc H

onours

year

Assessing and Planning theFuture (20)

Customer Contact Organisations (20)

Effective Customer Contact Organisations (20)

Leadership and Building Teams (15)

Understanding Resources (20)

Innovation & Change Project (20)

Financial Controls and Reporting (15)

Cert

ific

ate

Hig

her

Educati

on Customer Contact Centre

Finance (10)

Adva

nced D

iplo

ma

Operations and Quality Systems (15)

Customer Service Quality (15)

Principles of Project Management (10)

Customer Contact Technology (10)

Introduction to the Global Industry (15)

You and Your Development (20)

Customer Contact Analysis (15)

Dissertation (40)Industry Investigation Project (20)

Advanced PlanningTechniques (20)

Students must have completed Certificate to advance to Certificate of Higher Education but can sign up to both parts initially

Students can obtain Direct Entry to either of these programmes subject to APL or AEPL (see slides) or by completing prior programmes in the matrix.

APL or AEPL is available on occasion to Level 6. Graduates of the Advanced Diploma can advance automatically.

Modules


Studied by Primarily Front-line agents and others in business with minimal contact centre experience. Available to anyone where appropriate.

Learning Focus Understand the functions within a customer contact environment, the industry scope and the range of skills required.

Why is this important?

Gives students the personal and professional skills needed for their role and allows them to recognise the potential career opportunities.

ProgrammeOutputs

Career identification, greater role satisfaction and reduced attrition for the industry.

Level 4 – Certificate / Certificate Higher Education in Customer Contact Planning & Management


Module Overview

The Customer Contact Environment

This module introduces students to the reality of the customer contact industry by relating his or her organisation to the overall environment in which they operate. The environment is interpreted from a number of perspectives, an exploration of how the industry originated; its history and structure; and the ever changing micro and macro environments in which it operates.

Customer Contact Organisations

This module introduces students to 21st Century contact centres, providing an overview of roles and responsibilities and an understanding of career and personal development opportunities available.

UnderstandingResources

It is important for those who have aspirations to manage in customer contact organisations to understand use of resources and the impact that these have on how an organisation functions.

Level 4 – Certificate in Customer Contact Planning & Management


Module Overview

Customer ContactCentre Finance

This module will provide non-accounting students with a greater organisational understanding of the finance function and encourage career progression within the contact centre industry.

Project ManagementPrinciples

Project Management is a skills that is frequently thrust upon staff as opposed to being taught and mentored. Individuals are often ineffective initially, and essentially become self-taught. This module is intended to introduce basic project management principles upon which the individual can develop in their career.

You and Your Development

The job market is forever changing andno longer applies. People at all levels and across all sectors can expect to change jobs frequently across the course of their working lives, and in the case of customer contact employees, recognising the wider industry opportunities will also address the high level of attrition.

Industry InvestigationProject

This module will allow students to undertake inquiry-based learning, looking beyond their specific customer contact role and immerse themselves into areas that will extend their understanding and appreciation of the wider organisation. This is normally a group project including a presentation.

Level 4 – Higher Education Certificate

Customer Contact Planning & Management

Students can only undertake this programme following successful completion of the Certificate programme. They can be undertaken back-to-back.


Studied by Senior agents, team leaders, analysts and managers

Learning Focus A specific focus on the planning performance and service delivery aspects of the industry and the key skills requirement.


These are foundations for a successful career in the industry and underpin all operational and strategic decision-making

ProgrammeOutputs

Aspiring managers with the fundamental skills necessary to operate an effective customer contact centre.

Level 5 – Advanced Certificate / Diploma in Customer Contact Planning & Management


Module Overview

Introduction to Planning

This module introduces students to key planning principles upon which every customer contact centre operates. Every decision taken by a manager has an impact on service to customers. This module is designed to highlight the effectoperational and/or planning related decisions has on both the customer centre and its customers.

Effective Customer Contact Operations

This module develops awareness of customer contact operations. Many analysts or team leaders will only ever have worked in one centre or will have limitedexperience beyond responding to customer contact. This module is designed to build experience beyond their own centre, requiring students to externally benchmark their operation against that of another company or division.

Innovation and Change Project

Efficient and effective project management is fundamental to operational excellence, itself an increasingly key strategic imperative for customer contact centres competing globally, ensuring that all of the resources under the control of the organisation, i.e. materials, equipment, skills and competencies, and finance are used to the optimum. This module will see students complete a project that will allow them to display, and apply in a work-based situation, the skills of research, data acquisition and analysis, interpretation and final presentation.

Level 5 – Advanced Certificate Customer Contact Planning & Management

These 3 modules are taught in an integrated approach with teaching sessions often covering elements of all 3 modules. Therefore it is not normally possible to take individual modules (could be possible in an internal bespoke environment). Assignments are customised to each module.


Module Overview

Operations and Quality Systems

Effectiveness of an organisation depends both on the motivation and commitment of the employees and the management of resources and networks at all levels. This modules focuses on what customer contact organisations need to consider in both surviving and

customer satisfaction.

Customer ContactTechnology

Technology implementation continues to grow in Customer Contact centres and this has been driven by the need to make new communication channels available. This modules helps students understand what technology can deliver, the differences between different systems and help them identify what a business needs to look for when selecting new technology.

Customer Contact Analysis

The customer contact industry is the most measures industry in existence, despite being a relatively new one. With so much data available, knowing what data to look at, how to interpret it and how to present it in a meaningful manner, with appropriate actions is a key skill for analysts and managers alike.

Advanced Planning Techniques

Resource Planning is no longer a skill solely for dealing with randomness of incoming calls. This module shows how to gain efficiency in centres by maximising forecast accuracy, effective staff scheduling as well as how these skills can have impact in other areas of the organisation.

Level 5 – Advanced Diploma in Customer Contact Planning & Management

Students can only undertake this programme following successful completion of the Advanced Certificate programme. Prior Learning or Experience may allow direct entry onto this programme subject to University APL process. Graduates of the


Studied by Contact Centre Managers, Senior team leaders / analysts and Managers from other disciplines looking to strategically learn about Customer Contact

Learning Focus A broader management focus introducing a range ofoperational and organisational skills.


This is the catalyst to acquire a wider management skillset, whilst still maintaining an industry and organisational focus.

ProgrammeOutputs

Graduates possessing a broad management competence with a specific focus on the industry.

Level 6 – BSc Honours - Customer Contact Planning & Management

Students can only undertake this programme following successful completion of the Advanced Diploma programme. Prior Learning or Experience may allow direct entry onto this programme subject to University APL process. Graduates of the


Module Overview

Assessing andPlanning the Future

This module will equip students with the specific industry perspectives necessary to carry out an effective strategic analysis of their own organisation. This will enable them to better understand the role and importance of corporate and marketing strategy, to identify, evaluate and respond to the forces and influences that impact upon their ability to achieve and sustain a competitive position.

Leadership and Building Teams

People are undoubtedly the key component in most service delivery solutions. Having a system of management that develops the right blend of skills, knowledge, understanding and behaviours, and deploying them effectively is critical. Maintaining levels and standards of performance at all times is vital, so leadership and accountability have to exist at all levels, whilst the use of motivation needs to be fully understood.

Financial Controls and Reporting

aim of achieving organisational objectives in an efficient and effective manner. To assist management in doing this, organisations utilise information systems, particularly financial information systems. Students will gain an understanding of principles underpinning effective financial resource planning, organisational objectives, policies and legal requirements relevant to resource usage.

Level 6 – BSc Honours - Customer Contact Planning & Management (1)


Module Overview

Customer Service Quality

The customer is at the heart of any successful operation. Business success often depends on customer advocacy and/or loyalty. Understanding the factors that influence customer behaviour is a key source of competitive difference. Customer Quality requires us to understand the end-to-feelings towards their experience and how this fits into the business objectives.

Introduction to the Global Industry

The growing customer contact market continues to proffer new revenues potential in emerging and established markets. Contemporary communication channels, the advent of new business models presenting new deliver formats, advancements in working practices and data convergence all serve as testaments to the opportunistic possibilities. As developed markets mature, effectively enhancing the strategic identification and exploitation of opportunities will become a requisite core competency for successful growth sustainability.

Dissertation

This module allows students the opportunity to demonstrate the application, synthesis and evaluation of theories and frameworks to the identified area of the business or organisation. It provides evidence of critical thinking. The modules

underpinning knowledge and understanding to identify research aims and objectives and develop a research proposal that forms the basis for dissertation.

Level 6 – BSc Honours - Customer Contact Planning & Management (2)


Tim Moruzzi

Lecturer

Business Institute

University of Ulster

02890 [email protected]

John Casey

Operations Director

Professional Planning Forum

0333 123 5960

02882 [email protected]

For more information

mailto:[email protected]

mailto:[email protected]


■ What is Accredited Prior Learning (APL)■ Academic Institutions can review prior courses undertaken by

prospective students and award equivalent credits or provide exemptions from part of a future programme

■ Exemptions could be for a single module or for an entire qualification (eg the Advanced Certificate)

■ These courses could previously have been delivered by a range of organisations – key is the resultant learning

■ For Planning Forum students, for instance, previous Foundation Certificate students have completed equivalent work to those on the Advanced Certificate programme

■ By accrediting the prior learning, students may enter the BSc overall programme at an advanced point

■ The cost associated with APL is included in the overall price

FAQ’s


■ What is Accredited Prior Experiential Learning (APEL)■ Academic Institutions can review review vocational

experience gained by prospective students in their workplace and provide credits

■ Students will need to provide competency statements which are verified by a manger or industry peer and are then assessed by the University

■ By accrediting the prior experience, students may enter the BSc overall programme at an advanced point

■ The cost associated with AEPL is included in the overall price

FAQ’s


■ Can I take breaks between programmes?■ Yes – between each level of the overall programme, students

can pause their studies and resume at a further date

■ This assists students who are sponsored by their organisation as training funds are often rotated through a department

■ Credits gained can also be transferred to many alternate programmes at any 3rd Level Institution

■ Is there any disadvantage in undertaking just one module?■ No – all modules listed in this slide pack are accredited and

attract University Credits. These can be ‘topped up’ in due course to gain a qualification or transferred to other Institutions

■ Doing modules one by one could allow students to create a bespoke qualification, better suited to their current role.

■ Programmes have preferential fee structures

FAQ’s


■ Where are the face to face sessions held?■ A variety of venues are used. Typically, venues at

Manchester and Gatwick airports as well as central Birmingham are offered

■ Most venues are hotel based or adjacent to hotels, minimising travel time and allowing students to network and socialise in the evenings

■ Where does Graduation take place■ Graduations normally take place in Belfast during

first week of July or in mid December

■ The venue is easily accessible and if pre-booked, return flights can be purchased from many UK airports for £50 return

■ It is Planning Forum’s intention to consider a private graduation in England each November if numbers permit such an event happening

FAQ’s


■ Can I put my entire team through a programme taught in my centre?■ Absolutely – subject to numbers courses can be

tailored and delivered within any member organisation

■ It is possible to accredit existing internal courses which prospective students may have or intend to study. This provides a bespoke course, specific to your organisation – operating on a timescale which suits your employees

■ Contact the Planning Forum to discuss discount opportunities for team bookings

FAQ’s


■ When can I start?■ Level 4 – September 2013, then every March &

September

■ Level 5 - Advanced Certificate – April, June & September 2013 then every March & September as a minimum

■ Level 5 – Advanced Diploma – June 2013, then every September & March

■ Level 6 – Bsc Honours year – June 2013, then every September & March

FAQ’s


■ The thought of University Training scares me■ The Ulster Business School and the Planning Forum have

many years experience of delivering vocational training

■ All modules reflect on what you do in your daily role and provide you with information, frameworks and concepts which allow you to review how you work

■ Assignments in Levels 4 & 5 in particular are more akin to internal business reports than formal assignments. In many cases example frameworks are provided

■ Going to work can be learning. Students are encouraged to identify informal learning opportunities as well as a moderate level of additional reading and online research

■ Tutors from both the University and the Planning Forum are available to discuss learning challenges and help you participate fully in the programmes

FAQ’s

Documents

Accredited Training for Contact Centre Professionals · Specialisms • Leadership & management development • Organisational development • Professional & vocational development