Certificate in Customer Experience Management (Contact Centre) (Microcredential)
Business & Management
A course by
UCOL
A Level 4 microcredential providing essential skills and knowledge for a successful career in the contact centre industry through blended delivery including on-campus study and a work placement.
Blended study
This is a mix of online learning & face-to-face sessions
Manawatū, Palmerston North
It will take a total of 10 weeks
Core skills this course teaches
Manage customer experiences effectively
Use specialist product knowledge, problem-solving, communication skills, and technology tools to efficiently manage customer experiences in a contact centre.
Apply workplace legislation and policies
Understand and apply relevant legislation and organisational policies ensuring compliance in the contact centre workplace.
Contribute to a professional workplace culture
Promote and contribute to professionalism, wellness, and quality standards in the contact centre environment.
What You're Signing Up For
The UCOL Certificate in Customer Experience Management (Contact Centre) Level 4 equips learners with specialist product knowledge, communication, problem-solving skills, and understanding of legislation and policies relevant to contact centre workplaces. The programme includes both theoretical and practical components offered via blended learning, featuring block courses, online learning, and a seven-week supervised work placement. Learners develop professionalism, wellness, and quality adherence in contact centre environments, preparing for employment or further study.
Course Content
- Contact centre functions and environment including organisational structure, Health & Safety, KPIs, and workplace standards
- Careers within the contact centre industry
- Communication skills inclusive of cultural competence and active listening
- Account management including customer relationships, call etiquette, and records management
- Inbound and outbound sales processes, strategies, and compliance
- Relevant legislation such as Fair Trading Act, Privacy Act, and Employment Relations
- Contact centre induction, workplace policies, products and services understanding
- Supervisor/learning coach roles and feedback methods
- Professionalism and teamwork in workplace conduct
- Contact centre technology usage including computer telephony integration and chatbots
- Strategies for handling common customer challenges including de-escalation and stress management
- Reflecting on personal and team customer experience management outcomes
What you need to know first
NCEA Level 2 including 10 credits literacy at Level 2 and 10 credits numeracy at Level 1, or equivalent academic achievement, or discretion of Executive Dean
English language proficiency equivalent to IELTS Academic 5.5 with no band less than 5, or equivalent
What sort of industry will this job lead to
Customer Service
Contact Centre
Business Management
Future employment opportunities might be
Contact Centre Agent
Customer Service Representative
Customer Experience Coordinator