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  Professional Diploma in Call Centre Management

Introduction
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

Programe Structure
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
Management Report


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.


Language Medium
Cantonese (supplemented with English)

Entry Requirements
be secondary school graduates; AND
possess 2 or more years of working experience; AND
have a reasonable command of the English language


Advancement Path
Master Degrees
1a. Master of Business Administration Reg. 210545 (2.5 years)
1b. Master of Management Reg. 211070
- Financial Management
- General Management
- International Management
- Marketing Management
- People and Performance
Via Postgraduate Diploma
Reg. 211318 (18 months)
Macquarie Graduate School of Management, Sydney

2. MBA* Reg. 251861 (2 years, Chinese & English class)
University of Wales, UK
Bachelor Degrees
1. BA (Hons) Business Studies Reg.252020 (1 year)
- Business Studies
- Finance
- Human Resource Management
- Logistics
- Marketing
- Tourism
University of Greenwich, UK

2. BA (Hons) (1 year)
- Human Resource Management Reg. 251921
- Marketing Management Reg. 251923
- Global Business & Logistics Management Reg. 251920
- International Business Reg. 251922
University of Huddersfield, UK

3. BA (Hons)* (3 years, Chinese & English class)
- Tourism Management Reg. 251885
- Leisure Management Reg. 251884
University of Wales, UK
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.

*Valid for intakes in/before 2014


Fee
Member Fee
HK$ 20150  (1st instalment $2,850 x2 + 200 application fee, 2nd instalment2,850 x 2, 3nd instalment$2,850x3)
Non-member Fee
HK$ 21060  (1st instalment $2,980 x 2 +200 application fee, 2nd instalment $2,980 x 2, 3nd instalment$2,980x3)
Enquiries
Customer Services Hotline: 2774 8501 / 2774 8500 or via fax 2365 1000

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