London School of Accountancy and Management - Postgraduate Diploma in Call Centre Management

Call Centre Management
What will you study?
The modules

Postgraduate Diploma in Call Centre Management validated by Institute of Administrative Management

Established in 1915, the Institute of Administrative Management is the only professional body for both practising and aspiring Administrative Managers. Students and Members are professionals who are responsible for the management of:

	Systems
	Human Resources
	Communication
	Information Technology
	Facilities
	Training & Development
	Finance

21st century managers need to embrace continuous professional development and a systematic approach to life-long learning to ensure career advancement. Management is, after all, a transferable skill across a range of specialisms.

IAM qualifications and Membership of the Institute will provide you with the expertise, knowledge and practical skills to sustain your competitive advantage. The IAM supports managers (and aspiring managers) at all levels. Our aim is to improve both personal and organisational performance through a systematic approach to Professional Development.

The Institute of Leadership & Management is the UK's premier management organisation. ILM partner with individuals and employers across the world to improve leadership and management performance through our flexible range of learning and development solutions. ILM's broad unit-based qualifications portfolio offers unrivalled choice and flexibility, enabling trainers to easily build and adapt programmes to meet different customers key development needs.

Postgraduate Diploma in Call Centre Management

The Postgraduate Diploma in Call Centre Management is a 12-month course designed for candidates who wish to pursue their career in Call Centre/Contact Centre Management.

This course will provide you with the skills to manage call centres/contact centres, lead teams, manage business processes, communicate effectively, develop and implement planning strategies, manage people, manage business problems in call centre and support call centre business processes.

You will also gain a sound knowledge in management areas such as Leadership, HRM and change management and learn how to implement and use some of the latest practices.

Learning Outcome

The learning outcome of the course is to equip candidates for a career in any of the main areas of call centre business at a senior level where you will be able to put your skills into practice. Your graduate destination is likely to be within a business area such as call centre management, back office or contact centre.

Profile of Candidate

The course is designed for individuals who wish to build on their existing communication, business and management skills whilst being introduced to a range of business communication, change management, cultural difference, communications in business environment and management skills which will equip them with the relevant skills and knowledge to manage in real world situation.

Programme Objectives

This Postgraduate Diploma in Call Centre Management is both relevant and sought after in the present management and call centre/contact centre business co-operate based society. Employers favour our graduates because they are able to dissect complex ideas through a logical approach to analysing and solving problems as well being familiar with current call centre/contact centre operations.

To produce a workforce that is equipped to meet the growing demands of local and international call centre/contact centre business industries.

To give students a thorough understanding of the principles and theories of call centre/contact centre business management.

To create awareness of current practice and an appreciation of the directions of current research in call centre/contact centre.

To empower students to adapt to a fast-changing call centre/contact centre industry and secure effective employment upon graduation.

Course Duration

The full-time version of the programme comprises 1 year of full-time study. At our School there are currently two intakes for the full-time version of the programme each year. The first semester begins in mid June. The second commences in mid January.

Each stage comprises 15 weeks of full-ime study. In the certificate and diploma stages 12 weeks are reserved for instruction, self-study and in-course assessments. Also, in each of these stages a further 3 weeks are reserved for self-study and in-course assignments.

All courses are structured to enable students to pass their examinations. Classes consist of formal lectures together with practice in attempting past examination questions.

Follow-on Course

On Successful completion of the Postgraduate Diploma in Call Centre Management programme, with additional study, this qualification may help to gain entry to Master’s degree notably MBA.

The qualification is assessed through tutor set assignments. All assessment decisions are internally verified which, are then externally verified by the Awarding Body, Edexcel. There are no written examinations for this qualification.

Duration and delivery mode

The course runs for 12 months. Delivery will be through Formal Lectures, Practical Workshops, Guest Speakers and Industrial Visits.

Entry Requirements

There are different entry routes for this qualification.

a degree, or BTEC HNC or Diploma in a related subject (e.g. Business or Management)

a BTEC Level 5/6 Short Course in a related subject (eg Business or Management)

appropriate work experience

mature learners will be considered if they have extensive work experience (paid and/or unpaid) and/or achievement of a range of professional qualifications in their work sector.

Progression

Learners completing this programme may pursue further studies and study for a Masters in Business Administration (MBA) or MSc.

The Modules

Advanced Professional Development

Change Management

Call Centre Customer Relationship

Virtual Organisation Management

Human Resources Development

Communication Strategy

Culture

Leadership

Assessment

The qualification is assessed through tutor-set assignments. All assessment decisions are internally verified and are then externally verified by the Awarding Body. There are no written examinations for this qualification.