FSM850 - Financial Services Contact Centre Management

Outline information
Semester
Schools offering this subject
Last revision date Sep 30, 2019 12:05:25 AM
Last review date Dec 2, 2019 12:15:03 AM

Subject Title
Financial Services Contact Centre Management

Subject Description
This course introduces the learner to contact centres. The main focus of this course is to explore the human and technological factors affecting performance in contact centres. Solutions to service and quality challenges are introduced. Actual business contact centre cases are used as practical problem solving situations.

Credit Status
FSM850 is a required subject in the Financial Services Management Program.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

  1. Analyze corporate business objectives and situations and make appropriate corresponding decisions with a view to a positive impact on the customer contact centre and customer services.
  2. Apply Customer Relationship Management (CRM) principles consistently and efficiently.
  3. Understand and apply leading and best industry practices to contact centre environments.
  4. Apply an understanding of call centre processes and disciplines to a variety of call centre environments.
  5. Apply effective team-building and leadership skills, including coaching and mentoring, in a contact centre environment.
  6. Develop and administer a contact centre operations budget cost-efficiently and effectively.
  7. Design, develop and execute call centre strategies and project plans from start up to re-engineering of people processes and technologies. Create and administer business plans and customer access strategies.
  8. Demonstrate the ability to recruit, hire, motivate, coach, and where necessary, implement progressive discipline and termination processes.
  9. Demonstrate an understanding of contact centre environments, including technology and its impact on performance.
  10. Act as a leader and participate as a member of a customer contact team, assuming responsibility for execution of strategy.
  11. Apply project management principles.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.