Calvery, N, (2004), Gower Handbook of Call and Contact Centre Management, Gower Publishing Ltd

A work-based assignment (2000 words) examining the technology and processes in use in the workplace and their effectiveness in delivering efficient and high-quality performance. (100%, Learning outcomes 1-3)

Staffordshire University electronic resources and off-campus library facilities
Learning support material will be provided for the module including access to VLE material.

Levitt, T. (1983) `The globalization of markets', Harvard Business Review, Vol. 61, No. 3, pp. 92?102.
Porter, M. (2000) `Location, competition, and economic development: local clusters in a global economy', Economic Development Quarterly, Vol. 14, No. 1, pp. 15?34

http://www.instituteofcustomerservice.com

This module examines the technology, application and techniques used in a contact centre to route and manage calls. It also enhances an understanding of the key performance measures in a contact centre and how these can be used to increase efficiency and effectiveness.

- Contact centre technology
- Customer service processes and procedures
- Supporting mechanisms within a customer service contact centre
- Interactive Voice Response
- Resourcing
- 1st contact resolution
- Queuing
- New technology and theories
- Home-working
- Call routing
- CRM systems
- Performance metrics: Target areas; Familiarity of call recording and observation equipment
- Offshoring / onshoring
-Contact systems and interfaces (call centre versus contact centre)

The learning strategy for this module requires students to commit 150 learning hours (including assessment). This will include 24 hours of class support and 126 hours of independent and self directed study. The class sessions will include formal lectures, case study analysis and group discussions based on student experiences in the subject area. Students will be encouraged to integrate their work based experiences with new knowledge and skills developed in the classroom as the module progresses.