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Undergraduate Qualifications

BSc in Customer Contact Planning and Management 

This suite of university accredited programmes, designed to recognise your professional capability, provides a range of opportunities for part-time, primarily on-line learning for those employed in the customer contact environment. 

The full BSc in Customer Contact Planning and Management is a 3 year programme containing a total of 20 modules. Programmes are available at Introductory, Foundation and Advanced standards, and prior learning and work experience may be used to 'fast track' entry into a higher level programme. 

Download the brochures to view the versions of these programmes that are available for Planners, Analysts and Operational staff. The overall programme opportunities are illustrated below.

Year 1 (Level 4) Year 2 (Level 5) Year 3 (Level 6)
Introduction Foundation and Specialist Advanced
Certificate (Level 4) Advanced Certificate BSc
The Customer Contact Environment

Introduction to Planning

Assessing and Planning the Strategic Future

Customer Contact Organisations

Effective Customer Contact Operations

Leadership and Building Teams

Understanding Resources

Innovation and Change Project

Financial Controls and Reporting

Certificate of Higher Education Advanced Diploma Customer Quality

You and Your Development

Operations and Quality Systems

Introduction to the Global Industry

Contact Centre Finance

Customer Contact Analysis

Dissertation

Project Management Principles

Advanced Planning Techniques

 

Industry Investigation Project

Customer Contact Technology

 


It is possible to enter at start of Level4, Level 5 or Level 6 as well as the mid-point of Level 5 depending on prior experience or training.  For example, graduates of the Planning Forum's legacy Foundation course will have completed the equivalent of the first 3 modules of Level 5 and may be allowed (subject to University approval) to use the work completed to request a starting point half way through this year, at the Advanced Diploma level. Graduates of the Planning Forum's legacy Specialist or Advanced Certificate may allow entry to the Advanced Diploma or BSc year depending on courses completed.

Points achieved are fully transferable and students may use them to return and advance to another part of the course in the future, or continue study in another discipline or at another 3rd level institution (subject to entry requirements of the alternative course). Click on any module below to get more detailed information on course content.

Organisations wishing to have courses delivered in-house for a group of staff may contact us to discuss a custom programme, relevant to their organisation.

Certificate in Customer Contact Planning & Management
Diploma in Customer Contact Planning & Management
Advanced Certificate in Customer Contact Planning & Management
Advanced Certificate in Customer Contact Planning and Management for Analysis of Data and Speech 
Advanced Certificate in Customer Contact Planning and Management for Operations
Advanced Diploma in Customer Contact Planning & Management
Advanced Diploma in Customer Contact Planning and Management for Operations
BSc in Customer Contact Planning & Management

Alternatively download and review these 2 documents:

If you have any questions, please contact Leigh McIlwaine on leigh.mcilwaine@theforum.social 

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2016 Summer Graduation

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