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Certificate in Customer Experience Management (Contact Centre) (Microcredential)

Certificate in Customer Experience Management (Contact Centre) (Microcredential)

Level 4

Are you seeking a career in a customer-facing role? UCOL's Certificate in Customer Experience Management (Contact Centre) Level 4 will provide you with the essential skills and knowledge for a successful career in the contact centre industry.

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Quick info

Level: 4

Locations:  UCOL | Te Pūkenga Manawatū in Palmerston North

Duration: 10 weeks

Dates:
2023 dates TBC

Domestic Fees: *
$1188.75Scholarship info

International Fees:*
$143.75

Additional Fees
Compulsory course costs may apply.

* Fees are indicative only, and are inclusive of the student services levy and GST (goods and services tax). The fee shown is for one year of study.

Graduates of this programme will better understand the contact centre industry and develop essential knowledge and practical work skills through simulated and on-the-job experiences. A work placement is part of this programme and will give you the opportunity to apply and further develop the skills that employers are looking for.

This programme is offered through blended delivery. This means you will take part in a mix of block courses at UCOL | Te Pūkenga, online learning, and attendance at a seven-week work experience placement.

 Career & Study Outcomes

Graduate of this micro-credential will be able to:

  • Use specialist product knowledge, problem-solving, their communication skills, and common technology tools to efficiently and effectively manage customers' experiences.
  • Apply an understanding of relevant legislation and organisational policies to ensure compliance with a contact centre workplace.
  • Contribute to a culture of professionalism, wellness, and quality in a contact centre workplace.
  • This programme also aims to enable students to develop their literacy and numeracy skills, so they are prepared for working in a contact centre and/or further study.

 Course Information

Note: As a subsidiary of Te Pūkenga - New Zealand Institute of Skills and Technology, UCOL | Te Pūkenga is committed to providing the best learning outcome for you. As part of this, all programmes are currently being reviewed to make them portable, consistent, and closely aligned with the needs of the industry. When published, this course information is correct, but the courses offered may change over time. If you have any questions call an Enrolment Advisor on 0800 468 265.

From 2023, UCOL | Te Pūkenga and the programme you have enrolled in will become part of Te Pūkenga. So, if you join UCOL | Te Pūkenga in 2023, you will be awarded Te Pūkenga certification. And, if you are a current learner graduating in 2023, you will be awarded a co-branded certificate.

This programme is comprised of 30 credits and is taught over ten weeks. This is three weeks on campus and seven weeks on work experience placement.

Customer Experience Management (Simulated Environment) (10 Credits)

Develop an understanding of the contact centre industry and develop key knowledge and practical work skills. The course covers:

  • Contact centre functions and environment (purpose and role, organisational structure, Health & Safety, workstations, expectations and standards, KPIs, workplace values).
  • Careers within the contact centre industry.
  • Communication skills (cultural competence including te Reo Māori, active listening, verbal and non-verbal communication, questioning).
  • Account management (customer relationship, building rapport, empathy and trust, call etiquette and management, managing demanding customers, records management).
  • Inbound and outbound sales process (general processes, strategy, telesales, negotiating skills, handling objections, sales agreements, closing).
  • Compliance (call and sales compliance, quality assurance, compliance in telemarketing).
  • Legislation (Fair Trading Act, Privacy Act, Health & Safety, Consumer Guarantee, Data Security, Employment Relations).

Customer Experience Management (Contact Centre) (20 Credits)

Learn to apply and further develop specialist knowledge and practical work skills in a contact centre, to ensure your effective and compliant contact centre practice meets industry requirements. The course covers:

  • Contact centre induction (workstation, Health & Safety, workplace policies, rules and expectations, products and services specific to the contact centre, team members/roles, KPI's and performance management).
  • The role of the supervisor/learning coach (support, guidance, giving feedback).
  • Setting development targets/goals.
  • Professionalism and teamwork (what good conduct looks like in the workplace).
  • Specialist information specific to the individual contact centre, including (but not limited to):
    • Account management (call etiquette and management, records management, escalating calls).
    • Legislative and compliance requirements (relevant legislation, call and sales compliance, quality assurance, data security, employment relations).
    • Contact centre technology as applicable (records management, calling technology, computer and database use, computer telephony integration or CTI, call recording, chatbots).
    • Inbound and outbound sales process (processes, strategies, telesales, negotiating skills, sales agreements).
  • Common customer challenges and strategies for dealing with them (communication/language, problem-solving, de-escalation techniques, managing multiple stressors in a fast-paced, high-pressure environment).
  • Reviewing and reflecting on own and others' customer experience management outcomes.

 Domestic Entry Requirements

Entry into the programme is conditional on applicants having NCEA Level 2 (including Literacy 10 credits at Level 2 and Numeracy 10 Credits at Level 1)
OR
Equivalent academic achievement
OR
On a case-by-case basis at the discretion of the Executive Dean.

English language proficiency
If English is not your first language, you must also demonstrate English language skills equivalent to an IELTS overall band score (academic) of 5.5 with no band score less than 5 (or equivalent including TOEFL). IELTS scores used must be taken from a single IELTS Test Report Form (i.e. combining scores from more than one test is not permissible). UCOL | Te Pūkenga is a TOEFL testing centre.

 

For more information about NCEA Credits see UCOL's NCEA explained page.

 International Entry Requirements

In addition to the Domestic Entry Requirements, the following applies to international student applicants.

English language proficiency
International student applicants whose first language is not English must have an IELTS Academic score of 5.5 with no band score lower than 5 (or equivalent including TOEFL). IELTS scores used must be taken from a single IELTS Test Report Form (i.e. combining scores from more than one test is not permissible). UCOL | Te Pūkenga is a TOEFL testing centre.

Under 20 years of age
In addition to this, international applicants under 20 years of age must have NCEA equivalency.

 Advice & Guidance

The programme consists of a minimum of 140 hours of work experience in a supervised contact centre setting organised by UCOL | Te Pūkenga to achieve the required work experience hours. Students may be required to be available to work weekends and/or evenings.

Placements are conditional on a satisfactory conviction background check (from the New Zealand Police Licensing and Vetting Agency) and meeting minimum professional behaviour standards during the first course.

Recognition of prior learning
Applications for Recognition of Prior Learning, including Cross Credit, Credit Transfer and Assessment of Prior Learning may be made on the Recognition of Prior Learning Form where a student believes all learning outcomes for a course have already been met. Applications will be evaluated on a case-by-case basis in accordance with the UCOL | Te Pūkenga Academic Statute and other relavant policies and procedures.

Application checklist
It will make the process easier if you prepare the following before you apply:

  • National Student Number (NSN) (If you don't have a NSN, you may request one from NZQA, or you can supply a verified copy of your birth certificate, passport or Whakapapa statement.)
  • Evidence of your highest level of academic achievement (and evidence of prior learning, if applicable)
  • Evidence that you meet the entry requirements of the programme
  • Check if you're eligible for additional support or a scholarship. If you're 19 years or younger, you may be eligible to enrol in one of our free Youth Transition programmes.

Note that you will need to provide any verified documents in person, via post or email (not via the online application form).

 Accreditation

The programme is approved by the New Zealand Qualifications Authority under the provisions of the Education and Training Act 2020, and Universal College of Learning Limited, a subsidiary of Te Pūkenga is accredited to teach it.

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