Contact Centre Operations
Training Provider: Republic Polytechnic
Course Reference: TGS-2021009871
S$1,698
About This Course
Topics covered include Contact Centre Technologies, Contact Centre Recruitment, Workforce Management Processes, CCA Standard Framework, Quality Monitoring and Service Improvement.
What You'll Learn
The contact centre industry is one of the fastest growing industries in Asia. According to analysts, the revenue for contact centres in China alone is expected to grow at an annual rate of 20.9%. In India, it is estimated that the need for trained and qualified employees to work in a contact centreremains high. As Singapore contact centres strive to achieve excellent customer service by resolving customer issues at the point of contact, the need to train and develop contact centre professionals becomes critical. The focus of this module is to introduce students to the operation management of the Contact Centre. The emphasis will be in four core areas which include the Business Plan, People, Technology and Standards & Processes. This module will equip students with the necessary skills, tools and knowledge to better assimilate into the Contact Centre.
Entry Requirements
Applicants should possess one of the following combinations of qualification and work experience:
• 3 GCE ‘O’ Levels passes including English (Grade 1 to 7), Science (Grade 1 to 6) and 1 relevant subject (Grade 1 to 6) with at least 3 years of relevant work experience;
• NITEC or NITEC in Technology/Services (GPA 3.5 and above) with at least 2 years of relevant work experience;
• Higher NITEC or Higher NITEC in Technology/Services with at least 1 year of relevant work experience;
• Relevant WSQ Diploma with at least 3 years of relevant work experience.
Course Details
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Note: To apply for this course, visit the SkillsFuture website or contact the training provider directly.
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