The call centre is the critical link between an organization and itscustomers. The call centre industry today is catering to a wide variety of industries such as financial institutions, insurance specialists, utility companies, telecommunications companies, government services, and many other service industries.
This diploma programme is designed to:
Meet the needs of the call centre industry covering a comprehensive study on management, operations, people and customers
Equip the call centre executives with the knowledge, skill-set and mind set they will need to excel in their demanding and challenging role
This programme can be completed in 1 year. It consists of seven modules and divides in 3 terms, with a diploma being awarded upon successful completion of the course.
Call Centre Operations Management
Managing Employees in call centre
Customer Relationship Management
Effective communications and selling techniques
Call Centre Technologies
Call Centre Management Essentials and Business Environment
These four modules have been included in the list of reimbursable course for CEF purposes
CEF Course Title:
"Call Centre Operations Management" ; "Managing Employees in Call Centre" ; "Customer Relationship Management" & "Effective Communications and Selling Techniques"
(4 Modules of Professional Diploma in Call Centre Management)
CEF Course Code:21Z07623A
Students applying for the Continuing Education Fund (CEF) should submit their applications directly to the Office of the CEF before the commencement of the programme. For details, please visit the website: www.info.gov.hk/sfaa/cef or contact the CEF enquiry hotline:31422277.
Cantonese (supplemented with English)
be secondary school graduates; AND
possess 2 or more years of working experience; AND
Professional Diploma in Call Centre Management
(10 months) Applications for exemptions for up to 2 modules of the programme are welcome and they will be considered by the HKMA Academic Committee whose decision is final.
Admission is on a competitive and individual basis entirely at the discretion of the respective universities. Admission criteria and procedures are set by them and are subject to change without prior notice. The Association does not give any warranty and will not accept any liability regarding the above.
It is a matter of discretion for individual employers to recognize any qualification to which these courses may lead.
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