The International Academy for Professional Studies

BTEC Level 3 Advanced Certificate in Contact Center Operations

The BTEC Level 3 Advanced Certificate in Contact Center Operations is a 8 week full time programme specifically designed for school leavers intending to enter into the Customer Services Industry, specifically the Contact Center and Business Process Outsourcing market.

Graduates from this programme will obtain the necessary knowledge, competencies and skills to begin their career as customer representatives and/or agents within the hospitality and Contact Center and business outsourcing services. Graduates can easily progress to becoming supervisors and team leaders in the Contact Center Industry. Applicants from the Contact Center support industries are also welcomed; this may include for example people from education and training, recruitment and selection, HR development, and CRM software and hardware.

The programme will also be of interest to applicants from SMEs (small businesses up to 250 employees) who are responsible for customer relationship management processes and introducing call center technology into the business. The programme has been designed with the advice of the Contact Center industry.

AS A RESULT THIS PROGRAMME HAS THE FOLLOWING INNOVATIVE FEATURES:

• Regular Class-room based lectures conducted by Industry experts

• Tutorial support will be provided via Action Learning WorkGroups™

• Assignments and project work will be directly relevant to the process and operations of the Contact Center.

• A Simulated CC laboratory with fully integrated CC technologies

• Experts from the industry will provide ALWG™ sessions on latest practice based on benchmarked industry Standard Operating Procedures.

• Keynote speakers from the industry will be invited to discuss leading edge issues.

• A Mentor from the applicant’s own Contact Center will be asked to support the candidate in the workplace.

ADMISSIONS CRITERIA

Entry to the programme of study is normally subject to one or more of the following conditions:

• A strong personal commitment to developing the knowledge and skills and completing the programme

• Minimum of 5 credits at SPM or equivalent

• Applicants with appropriate prior experience and learning could also be considered.

• Applicants without the relevant English and/or Communications competencies and skills will be required to attend compulsory classes specially designed for the programme. Applicants will be invited to an interview with a member of the course team to ensure the programme is right for them and to confirm the entry qualifications are suitable.

COURSE CONTENT

The Certificate requires the successful completion of Preparation Modules and the Core Modules with over 160 hours* of Lecture, tutorials and workshops:

* - excluding additional English and Communication classes.

ASSESSMENT

Students will be required to complete a number of assignments after undertaking the necessary background research and study. A variety of assessment methods will be used including, analytical studies, business reports, case studies, group presentations and written assessments by examination.

AWARDS AND DURATION OF THE COURSE

The course is normally a 8-week full-time programme comprising of the following:

Core Modules:

Preparation Programme : (As required)

- English and Business Communications

- Quantitative Methods and Analysis

- Business Principles and

- Study Skills

In addition there will be regular learning group/tutorials The successful completion of the programme will require private study. This can be supplemented by professional updating and networking by attending the Contact Center Forum and other Industry Partner events.

Programmes are planned to start at approximately four monthly intervals i.e. October, December, January and May/June and July/August. Future dates are planned to take place at approximately four monthly intervals and applications are invited for future programmes.

CAREER OPPORTUNITIES

The Contact Center is a rapidly growing industry with a rising demand for staff at all levels This programme aims to provide staff with a thorough knowledge of current and future developments in the industry. It is designed to help staff do their present job better and be equipped for advancement within the industry. As there is an acute demand for the skills this programme should provide many opportunities for career enhancement.

Please click on the photo below to download the brochure

BTEC Level 4 Professional Certificate in Contact Center Management

The BTEC Level 4 Professional Certificate in Contact Center Management is a 8 week full time or 24 week part-time programme specifically designed for team leaders, middle and senior managers working in the Contact Center Industry.

Applicants will be from all sectors of industry, government organisations, local government and other public, voluntary and charitable bodies. Graduates from this programme will obtain the necessary knowledge, competencies and skills to begin their career as customer representatives and/or agents within the hospitality and Contact Center and business outsourcing services. Graduates can easily progress to becoming supervisors and team leaders in the Contact Center Industry. Applicants with prior learning and/or experience from the Contact Center support industries are also welcomed; this may include for example people from education and training, recruitment and selection, HR development, and CRM software and hardware.

The programme will also be of interest to experienced applicants from SMEs (small businesses up to 250 employees) who are responsible for customer relationship management processes and introducing call center technology into the business. The programme has been designed with the advice of the Contact Center industry.

AS A RESULT THIS PROGRAMME HAS THE FOLLOWING INNOVATIVE FEATURES:

• Regular Class-room based lectures conducted by Industry experts
•Tutorial support will be provided via Action Learning WorkGroups™
• Assignments and project work will be directly relevant to the process and operations of the Contact Center.
• A Simulated CC laboratory with fully integrated CC technologies
• Experts from the industry will provide ALWG™ sessions on latest practice based on benchmarked industry Standard Operating Procedures.
• Keynote speakers from the industry will be invited to discuss leading edge issues.
• A Mentor from the applicant’s own Contact Center will be asked to support the candidate in the workplace.

ADMISSIONS CRITERIA

Entry to the programme of study is normally subject to one or more of the following conditions:

• A strong personal commitment to developing the knowledge and skills and completing the programme

• A basic Degree and/or relevant Diploma (in Business, IT etc)
• Minimum 2 years working experience preferably in Contact Centre and/or in Customer Care, Hospitality, front-line services, etc

• Applicants without the relevant English and/or Communications competencies and skills will be required to attend compulsory classes specially designed for the programme.
• Applicants with appropriate prior experience and learning could also be considered on a case-by-case basis Applicants will be invited to an interview with a member of the course team to ensure the programme is right for them and to confirm the entry qualifications
are suitable.

COURSE CONTENT

The Certificate requires the successful completion of the Core Modules which comprises over 200 hours* of Lectures, tutorials and workshops:
* - excluding additional English and Communication classes.

ASSESSMENT

Students will be required to complete a number of assignments after undertaking the necessary background research and study. A variety of assessment methods will be used including, analytical studies, business reports, case studies, group presentations and written assessments by examination.

AWARDS AND DURATION OF THE COURSE
The course is normally a 8-week full-time programme comprising of the following:
Core Modules:

Preparation Programme :
(As required)
- English and Business Communications
- Quantitative Methods and Analysis
- Business Principles and
- Study Skill
In addition there will be regular learning group/tutorials

The successful completion of the programme will require private study. This can be supplemented by professional updating and networking by attending the Contact Center Forum and other Industry Partner events. Programmes are planned to start at approximately four monthly intervals i.e. October, December, January and May/ June and July/August. Future dates are planned to take place at approximately four monthly intervals and applications are invited for future programmes.

CAREER OPPORTUNITIES
The Contact Center is a rapidly growing industry with a rising demand for staff at all levels. This programme aims to provide staff with a thorough knowledge of current and future developments in the industry. It is designed to help staff do their present job better and be equipped for advancement within the industry. As there is an acute demand for the skills this programme should provide many opportunities for career enhancement.

Please click on the photo below to download the brochure

APPLICATION PROCEDURE

For information on application procedures and application forms please visit Admissions Office:

Scicom (Academy) Sdn Bhd,
25th Floor, Menara TA One,
22, Jalan P.Ramlee 50250 Kuala Lumpur.

Tel : 603 21621088
Fax : 603 21674611

APPLICATION FORM

To download the application form, right click on the link below and choose "Save Target As".

IAPS Application Form

Completed forms should be returned to the Admissions Office.

FEES

Fees for this programme are reviewed annually. Please contact Scicom Academy for details