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Managing the Customer Contact - BSc (Hons) - Video

This is one of 5 levels of the first globally awarded University accredited customer contact programme.

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Graduates from this course have gained employment with a wide range of organisations

  • All contact centre organisations globally

Graduates from this course are employed in many different roles

  • Business Manager
  • Customer Experience Professional
  • Resource Planner - Forecasting
  • Scheduling & Real Time
  • Operations Manager
  • Customer Advisor
  • Team Leader
  • Commercial & Account Manager

Overview

This is one of 5 levels of the first globally awarded University accredited customer contact programme.

Summary

This course provides a range of opportunities for part-time, online learning for those employed in the customer contact environment. Participants can enrol at any of the five distinct award levels to provide the most flexible learning package for this unique vocational qualification designed for the industry. A student can be enrolled on either a full three year degree or one of a series of linked awards each with a duration of approximately six months, which can lead directly to the final qualification.

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About this course

In this section

About

This unique programme, designed in conjunction with industry, recognises the growth, professionalism and importance of customer contact to many organisations worldwide. During the course of the programme, students will study a range of modules covering all aspects of the contact centre industry.

The course is currently undergoing a revalidation and will be subject to some changes for the 2017/18 year. Full details are available from the Course Director

Attendance

All modules are delivered online, with material distributed on a weekly basis and students are directed to recommended reading, webinars and a discussion forum. Additional student/staff “touch points” are provided at different stages of each programme, especially on commencement.

Start dates

  • September 2017
  • October 2017
  • November 2017
  • December 2017
  • January 2018
  • February 2018
  • March 2018
  • April 2018
  • May 2018
  • June 2018
  • July 2018
  • August 2018
How to apply

Modules

Here is a guide to the subjects studied on this course.

Courses are continually reviewed to take advantage of new teaching approaches and developments in research, industry and the professions. Please be aware that modules may change for your year of entry. The exact modules available and their order may vary depending on course updates, staff availability, timetabling and student demand. Please contact the course team for the most up to date module list.

In this section

Year one

Industry Investigation Project

Year: 1

This module provides students with the underpinning knowledge and skills to undertake an independent investigation of a management issue or opportunity within an organisational context. Students are required to plan and implement the research and write a report on the results of the investigation.

Me, My Team & My Role

Year: 1

As participants began a career journey, the process of integration into the organisation requires a confidence, understanding and connectivity of three important elements - personal hopes and aspirations connection to the everyday team, and what is expected in performing the role. This module provides a summary and an overview.

Introduction to Customers

Year: 1

The module begins a student journey towards a customer centric approach to both the role and the organisation.

Knowledge, Systems & Processes

Year: 1

Having an understanding of the organisational systems and processes is a key requirement for any new individual, the sources of key knowledge and how to apply and use it effectively is drawn together with the module.

Managing Effectively

Year: 1

This module is optional

This module enables students to identify, develop and apply personal, team and organisational management knowledge and skills and to present evidence of how they can apply this to their own working experience.

Me and My Development

Year: 1

This module is optional

Given the complex and volatile nature of the labour market and the global opportunities that present them in the customer contact industry, professionals at all levels and across all sectors need to be mindful of their skill-sets and continued employability. With reference to the underpinning literature, and utilising a range of perspectives, academically valid self-assessment approaches and respected instruments, this module encourages students to identify, reflect on, and plan to address their current and future development needs.

Business and Management English 1

Year: 1

This module is optional

English language skills for business and management are in great demand around the world as more and more organisations conduct their international activities and business operations in English. This module is for managers (and aspiring managers) and other professionals who would like to improve their English language skills and become more confident when communicating in English.

Stakeholders & Markets

Year: 1

This module is optional

This module seeks to widen the student understanding beyond basic customer definition, to include the wider stakeholder recognition

Introduction to Customer Experience

Year: 1

This module is optional

As students moved from being the link between the organisation and the customer, developing a broader understanding of why Customer Experience is becoming an organisational focus becomes increasingly relevant

Year two

The Experience Economy

Year: 2

As organisations understand how markets change and behaviour differs, so individuals need to recognise the shift that has occurred from a focus on products to understanding the experience - this module maps the changes that have occurred and embeds the fundamentals of customer experience.

Designing the Customer Experience

Year: 2

This module is optional

This module seeks to move participants along from the understanding to the designing, creating the experience, not just understanding the mechanics.

Aligning the Organisation

Year: 2

This module is optional

As with all initiatives that organisations undertake, it is a requirement that there exists a clear understanding of the value chain implications and the different but connected internal contributions.

Measuring and Sustaining the Experience

Year: 2

This module is optional

The Customer Experience strategy is an iterative process that requires continuous measurement and reflection, understanding how that can be structured is important for successful implementation.

Key Account Relationships

Year: 2

This module is optional

The natural progression from one role to another based on previous performance is no guarantee of success. By providing the awareness of the additional skills required, this module seeks to enhance the relevance of participants aspiring to an Account Management role.

Introduction to Planning

Year: 2

This module is optional

The module goes beyond theoretical concepts and brings a practical application to each participant, applying the learning to their organisation, measuring effectiveness and results, while still applying the underlying principles and academic research.

Effective Operations

Year: 2

This module is optional

This module is designed to expand a students experience beyond their own centre, requiring then to externally benchmark their operation against that of another company or division.

Innovation and Change Project

Year: 2

This module is optional

The module demonstrates the application of management principles and best practice to customer contact centre projects. This module engages students in collaborative learning whilst conducting primary research with direct organisational impact. The Project will be work focused ? a problem to be investigated; a model to be tested; an issue to be addressed; an improvement to be championed; or questions that need to be answered. Students have the opportunity to produce a unique piece of work and to develop their investigative skills, create new networks, increase their visibility, enhance their professional reputations and work collaboratively with peers.

Operations and Quality Systems

Year: 2

This module is optional

This module covers the range of planning and quality systems available to organisations to ensure that they maintain and sustain competitive advantage, covering the need to demonstrate high levels of efficiency and fitness for purpose.

Customer Contact Technology

Year: 2

This module is optional

This module will introduce participants to technologies of the industry, allowing an understanding of how it fits into the wider microenvironment.

Customer Contact Analysis

Year: 2

This module is optional

This module will teach students how to; interpret data, identify triggers and trends requiring actions, and create effective reporting, analysis and what-if tools. It will also look at the growing use of analytics in customer contact centres to convert data sources such as verbal conversations to meaningful data which gives an insight into customer interaction.

Advanced Planning Techniques

Year: 2

This module is optional

This module will allow students to explore how key resourcing principles can be developed into other contact types and/or the wider organisation - such as field based staff or retail employees. Students on this module would specialise in an advanced planning area. e.g.

  • Planning for Outbound Calls
  • Back Office transactions (emails, letters, web forms, faxes etc)
  • Advanced planning for Inbound calls

Communications

Year: 2

This module is optional

Effective managers regularly revise personal, interpersonal and organisational communications strategies. The 21st century manager needs to be aware of and use appropriate web-based communications tools and techniques. Evaluating and selecting communication mechanisms with best fit enhances organisational performance. This module provides the underpinning academic frameworks and paradigms to support improvement by means of effective communications.

Leading High-Performance Teams

Year: 2

This module is optional

The aim of this module is to develop the leadership and teambuilding competencies of individuals to support their professional development as managers and leaders of teams within organisations.

Operational Levers

Year: 2

This module is optional

This module recognises that outsourcing success depends on three factors: executive-level support in the client organization for the outsourcing mission; ample communication to affected employees; and the client's ability to manage its service providers.

The outsourcing professionals in charge of the work on both the client and provider sides need a combination of skills in such areas as negotiation, communication, project management, the ability to understand the terms and conditions of the contracts and service level agreements (SLAs), and, above all, the willingness to be flexible as business needs change.

Managing and Developing People

Year: 2

This module is optional

This module is designed to help participants gain an understanding of the responsibilities of managing and supervising others. It focuses on key skills of people management and will benefit supervisors and line managers at any level who wish to acquire the skills of effective day-to-day people management.

Knowledge Management

Year: 2

This module is optional

Organizations are realising that intellectual capital or corporate knowledge is a valuable asset that can be managed as effectively as physical assets in order to improve performance.

The focus of knowledge management is connecting people, processes and technology for the purpose of leveraging corporate knowledge. The database professionals of today are the Knowledge Managers of the future, and they will play an integral role in making these connections possible.

Business Coaching and Mentoring in Practice

Year: 2

This module is optional

This introductory module in business coaching and mentoring in practice affords participants the opportunity to develop knowledge and understanding of coaching and mentoring principles as well as practical tools and techniques for managers in a coaching/ mentoring role. Participants will also be guided in a process of exploring themselves and their motivations and in creating a personal development agenda to assist them to become reflective coach/mentor practitioners.

Insight & Methodology

Year: 2

This module is optional

This module brings the deeper appreciation of both the sourcing and methodologies to obtain valuable customer information, and the organisations readiness to respond

Year three

Assessing and Planning for the Future

Year: 3

This module places particular emphasis on achieving a balanced understanding of strategic management theory and practice, introducing the concept of Business Strategy. It aims to develop students? awareness and understanding of the means by which viable business strategies can be developed and implemented in a complex and challenging competitive climate that is todays customer contact industry.

Leadership and Building Teams

Year: 3

This module provides an opportunity for managers and leaders to develop their understanding of, and practice in, effective leadership through building up an in-depth knowledge of the needs of people they will encounter inside and outside the organisation. It provides a conceptual underpinning for individuals whose duties and roles involve supporting and guiding the leadership development of others.

Financial Controls and Reporting

Year: 3

Organisations need to obtain, manage and plan for the resources required to achieve their objectives. Accounting is a system which assists them in doing this and is seen in the context of a financial representation of the organisation; an economical model. This model will enable participants to critically evaluate and appraise the performance of the organisation as it attempts to achieve its objectives. It also considers and reviews the accounting approaches to decision-making and planning and control.

The Global Industry

Year: 3

This module will introduce participants to the industry, providing one of the building blocks towards a career development path beyond the front line agent role. Understanding the contact centre industry and how it fits into the wider business environment is an essential grounding.

Dissertation

Year: 3

The Dissertation module provides an opportunity to assimilate the knowledge and learning through their supervised study. The study will result in a bespoke piece of individualised research to add to their overall body of knowledge. The process involved will include investigation, analysis of an identified area and recommendations for identified stakeholders.

Research Methods

Year: 3

This module is presented as preparation for the final module of the BSc Hons Managing the Customer Contact, the Dissertation. It provides an introduction to research methods in preparation for undertaking the research journey. As an outcome of this module, students will have conceptualised their research idea in the form of a research proposal and action plan, commenced their literature review and outlined the context for the research.

Managing in Practice

Year: 3

As a rule of thumb, training is formal and linear, it's to do with learning how to do something specific, relating to skill and competence. Training can be as simple as using a PC application and as complex as learning how to be a pilot.

Development however is often less structured and has a wider application, giving the individual the tools to do a range of things that relate to capability and competency, in this case across the range of management practices. It involves progression to a more advanced, mature or complex understanding, establishing a process that helps a student manage their development on an ongoing basis.

Entry conditions

We recognise a range of qualifications for admission to our courses. In addition to the specific entry conditions for this course you must also meet the University’s General Entrance Requirements.

In this section

A level

There is no A Level requirement for this course. Please refer to the Additional Entry Requirements for further information.

English Language Requirements

English language requirements for international applicants
The minimum requirement for this course is Academic IELTS 6.0 with no band score less than 5.5. Trinity ISE: Pass at level III also meets this requirement for Tier 4 visa purposes.

Ulster recognises a number of other English language tests and comparable IELTS equivalent scores.

Additional Entry Requirements

Applicants must:

(a) satisfy the University’s general entry requirements; and

(b) be in employment in the customer contact industry and working in or aspiring to be working in a supervisory or management role.

or as an alternative to (a),

(c) provide evidence of their ability to undertake the programme through the accreditation of prior experiential learning.

Exceptionally unemployed applicants may be considered for admission to the programme if, given their previous experience and background and future career aspirations, it is evident that the programme would directly benefit the applicant and that he or she would be able to cope with its demands.

Teaching and learning assessment

All modules are assessed by assignments that reflect the student's learning in the context of the organisation.

Exemptions and transferability

Studies pursued and examinations passed in respect of other qualifications awarded by the University or by another university or other educational institution, or evidence from the accreditation of prior experiential learning, may be accepted as exempting candidates from part of an approved programme provided that they register as students of the University for modules amounting to at least the final third of the credit value of the award at the highest level.

Careers & opportunities

In this section

Graduate employers

Graduates from this course have gained employment with a wide range of organisations. Here are some examples:

  • All contact centre organisations globally

Job roles

Graduates from this course are employed in many different roles. Here are some examples:

  • Business Manager
  • Customer Experience Professional
  • Resource Planner - Forecasting
  • Scheduling & Real Time
  • Operations Manager
  • Customer Advisor
  • Team Leader
  • Commercial & Account Manager

Career options

Graduates of this course will be equipped to progress to more advanced programmes of study. In addition, they will be in a better position to progress within their organisation, or indeed, within another organisation/sector. Academic progression may largely depend on the individual’s previous experience as well as their accumulated studies. Future study paths include the MSc Executive Leadership.

Students who exit with a sub-degree award will have a secure platform from which to further their careers by pursuing appropriate academic or professional qualifications and/or by developing their skills within the context of their current role, their organisation or another organisation/sector.

Apply

How to apply

Applications to our part-time undergraduate courses are made through the University’s online application system.

Start dates

  • September 2017
  • October 2017
  • November 2017
  • December 2017
  • January 2018
  • February 2018
  • March 2018
  • April 2018
  • May 2018
  • June 2018
  • July 2018
  • August 2018

Fees and funding

In this section

Fees (total cost)

Important notice - fees information Please note fees displayed are for 2017/18 Academic Entry. Fees are correct at the time of publishing. Additional mandatory costs are highlighted where they are known in advance. There are other costs associated with university study.
View Ulster University’s 2017 fees policy

To find out more about fees related to this course please visit
https://www.ulster.ac.uk/apply/fees-and-finance/price-on-application

Additional mandatory costs

Please refer to the Course Director for information on the fees associated with this course.

Tuition fees and costs associated with accommodation, travel (including car parking charges), and normal living are a part of university life.

Where a course has additional mandatory expenses we make every effort to highlight them. These may include residential visits, field trips, materials (e.g. art, design, engineering) inoculations, security checks, computer equipment, uniforms, professional memberships etc.

We aim to provide students with the learning materials needed to support their studies. Our libraries are a valuable resource with an extensive collection of books and journals as well as first-class facilities and IT equipment. Computer suites and free wifi is also available on each of the campuses.

There will be some additional costs to being a student which cannot be itemised and these will be different for each student. You may choose to purchase your own textbooks and course materials or prefer your own computer and software. Printing and binding may also be required. There are additional fees for graduation ceremonies, examination resits and library fines. Additional costs vary from course to course.

Students choosing a period of paid work placement or study abroad as part of their course should be aware that there may be additional travel and living costs as well as tuition fees.

Please contact the course team for more information.

Contact

Course Director: Mr Tim Moruzzi

T: +44 (0)28 9036 6589

E: t.moruzzi@ulster.ac.uk

Testimonials

Quote 1

"This was a fantastic course to be part of I’ve learnt so much over the 4 modules of which some the learnings I’m now putting into practice, it’s also given me so much confidence in what I’m doing as a planner now"

Quote 2

"Prior to this course if you said what’s the difference between Quality, Improvement and Excellence within the business I would have said nothing, all the same just called different, I now know this is wrong and I have a great grasp of what that is. It may sound silly but it’s has made an impact on my working life I now look at things so very differently.".