London School of International Business Logo

Postgraduate Certificate in Quality Management for Contact Centres

Monday, 20 January 2025 23:22:02

International students can apply

  • graduation-hat
    Short course
  • clock3
    110 already enrolled
  • 100% Online
  • Admission open 2025
Overview Entry Requirements Course Structure Fees and Payment Plans Accreditation Apply Now

Postgraduate Certificate in Quality Management for Contact Centres

The Postgraduate Certificate in Quality Management for Contact Centres equips professionals with advanced skills to enhance customer experience and operational efficiency. Designed for contact centre managers, team leaders, and quality assurance specialists, this program focuses on quality frameworks, performance metrics, and process improvement strategies.


Participants will learn to implement best practices, drive service excellence, and foster a culture of continuous improvement. Ideal for those seeking to elevate their leadership capabilities and deliver exceptional customer service in dynamic contact centre environments.


Ready to transform your career? Explore the program today and take the next step toward becoming a quality management expert!

Course Content

  • • Introduction to Quality Management in Contact Centres
    • Customer Experience and Service Excellence
    • Quality Assurance Frameworks and Standards
    • Performance Metrics and Data Analysis
    • Continuous Improvement Methodologies
    • Workforce Engagement and Coaching Techniques
    • Compliance and Regulatory Requirements
    • Technology and Tools for Quality Monitoring
    • Root Cause Analysis and Problem-Solving
    • Leadership and Change Management in Quality Initiatives

Fee and payment plans

30 to 40% Cheaper than most Universities and Colleges

Duration

The programme is available in two duration modes:

1 month

2 months

This programme does not have any additional costs.


Course fee

The fee for the programme is as follows:

1 month:GBP £140

2 months:GBP £90


Apply Now

  1. Complete the online enrolment form and Pay enrolment fee of GBP £10.
  2. Wait for our email with course start dates and fee payment plans. Your course starts once you pay the course fee.

Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@LSIB.lk

+44 (0) 20 3608 0144



Career Path

Quality Assurance Analyst

Ensures service excellence by monitoring and evaluating contact centre interactions, aligning with UK job market trends.

Customer Experience Manager

Drives customer satisfaction strategies, a high-demand skill in the UK contact centre industry.

Training and Development Specialist

Focuses on upskilling agents, a critical role in maintaining quality standards and meeting salary range expectations.

Why this course?

A Postgraduate Certificate in Quality Management for Contact Centres is increasingly vital in today’s market, where customer experience drives business success. In the UK, contact centres employ over 1.3 million people, contributing £24 billion annually to the economy. With 74% of customers stating they are likely to switch brands after a poor service experience, quality management has become a cornerstone for retaining customers and ensuring operational excellence. This qualification equips professionals with advanced skills to implement robust quality frameworks, enhance customer satisfaction, and streamline processes. The demand for skilled quality management professionals is rising, with 68% of UK contact centres prioritising quality assurance as a key performance metric. Below is a 3D Line chart and a table showcasing UK-specific statistics on contact centre performance and quality management trends:

Metric Value
Contact Centre Employees 1.3 million
Annual Economic Contribution £24 billion
Customers Likely to Switch After Poor Service 74%
Contact Centres Prioritising Quality Assurance 68%
This qualification addresses current trends, such as the integration of AI and automation, while ensuring compliance with UK regulations like GDPR. It empowers professionals to lead quality initiatives, making it a strategic investment for career growth and organisational success.

Who should apply?

Audience Profile Why This Course is Ideal UK-Specific Relevance
Contact Centre Managers Enhance your leadership skills and learn advanced quality management techniques to improve customer satisfaction and operational efficiency. With over 6,200 contact centres in the UK employing 1.3 million people, this course equips managers to lead in a competitive and growing sector.
Quality Assurance Specialists Gain specialised knowledge in quality management systems tailored for contact centres, ensuring compliance and continuous improvement. UK contact centres handle over 13 billion customer interactions annually, making quality assurance a critical focus area for businesses.
Aspiring Team Leaders Develop the skills to transition into leadership roles, focusing on quality standards and performance metrics in contact centre environments. Over 70% of UK contact centres report a need for skilled leaders, making this course a valuable stepping stone for career progression.
Customer Experience Professionals Learn how to integrate quality management into customer experience strategies, driving loyalty and retention. With 88% of UK consumers stating that customer service is a key factor in brand loyalty, this course aligns with industry demands.