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.

This unit looks at the range of legislation and regulation that applies to the contact centre and how regulation through OFCOM and the Ombudsman impacts on the management of a contact centre.

- Legislation on customer service (data protection, trading standards, ombudsmen etc)
- Health and Safety
- Working Conditions
- Compliance
- Data Protection
- Information Retention
- Competition Act
- Regulation (OFCOM and Ombudsman)

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

http://www.instituteofcustomerservice.com
http://www.hse.gov.uk/

A work based assignment (2000 words) focussing on the compliance issues for the customer service and contact centre industry (100%) (Learning outcomes 1-3).

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