DIPLOMA
in
CALL CENTRE- OPERATIONS AND MANAGEMENT
Course Outline
The rapid growth in the need for independent as well as in-house Call/Contact Centres worldwide is providing and
will continue to provide excellent and exciting career opportunities for those who feel they have the personal
attributes necessary for such customer centred work, whether locally, nationally or internationally. The work of Call
Centres is rapidly becoming more varied and complex as they continue to provide more and more services and the
latest technologies relevant for the proficient provision of their services. To meet these challenges LCM provides
potential course members with the opportunity to qualify with the practical study of the-
Diploma in Call Centre Operations and Management
The Diploma in Call Centre Operations and Management (Dip CCOM) provides all the fundamental knowledge
and skills students will need to undertake effectively the work associated with a professional approach to call
handling; thereby fully preparing them for an initial call-handling position in a Call Centre whilst also providing them
with the basics of management.
The course is intensive and involves both theory and actual practice, making the whole experience very enjoyable
for course members and instilling them with the personal confidence necessary for Call Centre work.
The courses and qualifications of the London Centre of Management (LCM) are exclusive and are promoted
worldwide. The operations, standards and procedures of LCM are determined by senior academics with
professional experience in the field of educating students from various parts of the world from certificate through to
post-graduate levels. Thus, concentration is on courses whose content and standards meet international
requirements as well as assisting students in obtaining a significant placement or promotion.
COURSES’ CONTENT
-SUBJECTS1. Call Handling Skills
2. Call Centre Technologies
3. Customer Care and Interpersonal Skills
4. Call Centre, Operations and Management
5. Business Computing Skills
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Length of Course
LCM can only provide an approximation of the period it will take to complete a course but
as a guide an intensive study of 5 subjects on a full-time basis will take 5/6 months.
Students who solely wish to enhance their knowledge and skills in one subject or simply
study one subject at a time towards obtaining one of the diplomas above may study just
the one subject at a time and their success in each subject will be acknowledged with an
LCM, Single Subject Diploma (SSD) naming the subject passed.
Entry Requirements
There are no formal entry requirements for the Dip CCOM but it is expected that
candidates have completed a general level of education, speak clearly and enjoy speaking
with people and helping to resolve their problems.
Exemptions
Subject exemptions are possible at ‘Principal’s Discretion’ as operated by LCM but only
if candidates can fully demonstrate/evidence that they have previous call centre
experience and the knowledge and skills necessary for exemption from a subject(s).
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Certification
On successful completion of the Diploma in Call Centre Operations and Management
students are awarded the qualification and may use the designatory letters Dip CCOM.
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How to Apply
Application must be to the local Centre recognised by LCM for the provision of the courses
SYLLABUS OUTLINES
Diploma in Call Centre Operations and Management
Call Handling Skills – This subject is essential to all who work in Call Centres and thus the emphasis is placed on
developing communications and problem resolving skills including: Introduction to Call Centres; The Call Centre
Agent; Professionalism; Customer Centred Service; Building your Communication Skills; The Importance of
Attitude and Empathy; Self Improvement; The importance of Product and Service Knowledge and Company
Policies; Voice and Accent Awareness; Selling Techniques; Practice.
Technical Competency for Call Centres – This subject provides students with the knowledge and skills related to
technical aspects of the Call Handlers’ work. This is accomplished through the mix of theory and practice and
includes keyboard knowledge and skills; Relevant Software Applications; New entries, amendments and retrieval of
information using Databases; Spreadsheets. WP to include Spelling and Grammar, copying text, downloading,
filing, highlighting and printing. Scanning basics; Technology and Processes associated with Call Centre
operations.
Call Centre – Operations and Management – This subject provides students with a clear understanding of the
structure and function of a Call Centre and the role of Managers who head Call centres, to include: Purpose and
Structure of Call Centres (CC): Terminology Operations and Operational Management; Performance, Contacts,
Appraisals and Measurement; Performance Management; Communications; Training, Coaching and Mentoring;
Staff Empowerment; Reward and Recognition; Environment; Recruitment and Selection; Discipline and
Grievance Procedures; Health and Safety; Disability Rights; International Call Centres; Project Assessment and
Management;
Business Computing Skills - Section 1: Elements of a Computer and Computer System; Storage media;
Defining Directories; File Management; User Interfaces; Software Installation; Microsoft Office. Section 2:
Creating and Saving a Document to Disk; Managing the Files; Editing Documents; Working with Text; Formatting
Text; Keyboard Skills; Proofing Documents; Printing. Section 3: Introduction to the Internet; Browsing the Web;
Introduction to Searching: Searching for Information; Finding Programmes and Files; Finding People; E-Mail;
Section 4 Creating and editing presentations text; Create and edit presentations graphics; Position and
manipulate text and graphics; Create, save print and demonstrate a multi-slide presentation. Section 5: Defining
a Database; Database Structure; Types of Data; Printing and Saving. Section 6: Definition of a Spreadsheet and
purpose; Printing.
Customer Care and Interpersonal Skills – Customer Care: Defining Customer Care: Customer Care and
Company Benefits, Considering a Policy and Plan, Customer Care and You, Customer Care and Service Plans,
Motivating Staff, Standards and Monitoring, Selling the plan, Interpersonal Skills – Interviews, Starting a New Job,
Staff Communications, Correspondence, Personal Relationships in the Workplace, Criticism, Dealing with Gossip,
Punctuality etc., Customer Service and Complaints, The Busines Lunch, Table Manners, Wine, Wardrobe and
Grooming, Women at Work.
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London Centre of Management
c/o: D G College Group, 86 Old Brompton Road, South Kensington, London SW7 3LQ
E-mail: info@lcmieb.org.uk
www.lcmieb.org.uk
Details of the David Game College Group may be read at www.wikipedia.com
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