Training course in Communication Center Management with university certificate and qualification as Administrator in Communication Center Management (Chamber of Commerce and Industry)

Unique in Germany:
Communication Center Management (Chamber of Commerce and Industry) at Bremerhaven University of Applied Sciences: You acquire a university certificate and an officially recognised qualification as Administrator in Communication Center Management (Chamber of Commerce and Industry).

Efficient:
You work interactively in a small seminar group with 16 participants. Our support consists of an effective e-learning programme and telephone coaching.

Compact:
Parallel to your current career, you are trained as a qualified Communication Center Manager within a year and with only 15 weekends of personal attendance.

Focussed:
You concentrate on the practice-oriented management know-how you need as a manager in the Communication Center sector.

• The sector 
• Target group 
• Objective 
• Forms of teaching / Course structure 
• Teaching modules 
• Lecturers 
• Certificate / Final qualification 
• Fees 
• How do others rank us? 
• Course homepage 

The sector

The Communication Center sector is currently undergoing a phase of radical change. Whilst the turnover achievable in the marketplace is declining, the quality demands placed on this service and thus also on the service providers are rising dramatically.
As a result of these increasing “external” quality requirements on enterprises in the sector and constantly growing internal quality demands, there is a need and necessity for personnel development and also a requirement to define and encourage employee training at all management levels. This corresponds to a growing interest amongst the employees themselves in their own further training and in learning the theoretical and practical principles and in-depth know-how for their everyday work through training and study. Fast-moving daily business life however often allows no time for such a deepening and widening of know-how.

Target group

Management personnel with at least two years’ management experience from the direct marketing / communication center management sector. A university qualification is not required.
The training course is suitable both for younger managers with development potential as well as for “mature” managers wishing to update and consolidate their skills in both scientific/theoretical as well as practical areas. To obtain the administrator certificate, course participants must hold a professional qualification and have at least one year professional experience or three and a half years’ professional experience at the start of the course.

Objective

Qualification for (further) demanding management tasks in the running of a communication center.

Course content is targeted specifically at the management of communication centers. The level of the teaching curriculum is equivalent to that of a Master degree course.

Forms of teaching / Course structure

Course content is practice-based and taught through interactive teaching forms. Group work, business games, case studies and independent project work from the communication center sector are integral components of the further training course. Excursions complement the course programme. Teaching is supported by state-of-the-art presentation and moderation techniques.

Seminars:
-Mid-career: 15 compact training modules on Fridays and Saturdays
-Optional: Mentoring programme in the basic principles of Business Administration at no additional cost on 3 weekends
-Duration: 1 year, May to April
-E-learning programme for independent, additional in-depth study on own learning platform, independent of location
-Telephone assistance as a service, in particular in preparation for the examinations

Project work:
-Independent work on a current and relevant business problem
-Presentation and written documentation at the end of the further training course
-Interim results in project colloquia
-Tutoring of project work by a lecturer

E-learning with EduWorx:
The EduWorx learning platform is the basis for online learning and working in the Communication Center Management further training course. With EduWorx, the participants learn online, the lecturers produce web-based courses, the tutors work and communicate directly via a web browser independent of time and location. Information on EduWorx can be found on the Internet under: www.eduworx.de

Teaching modules

The contents of the further training course are organised in modules:

- Marketing / Dialogue Marketing
- Communication Center Technology
- Personnel Management
- Project Management / Process Management / General Management
- Business Culture / Globalisation / Intercultural Management
- Basic Principles (depending on prior knowledge)

In the framework of the modules: Presentation, moderation and communication techniques and business games.

Lecturers

Professors from various universities as well as experts and management personnel from the fields of communication center management / dialogue marketing.

Certificate / Final qualification

The “Communication Center Management” further training course is concluded with a graded certificate from Bremerhaven University of Applied Sciences.

The officially recognised qualification as “Administrator in Communication Center Management (Chamber of Commerce and Industry)” is unique in Germany. The basic knowledge required for the course can be refreshed in the framework of a mentoring programme.

There is also the opportunity to sit the trainer suitability examination.

Fees

Fees are 8.000 Euro per participant. The examination fee for the Chamber of Commerce and Industry examination as Administrator must be paid directly to Bremerhaven Chamber of Commerce and Industry. Fees are exempt from VAT.

How do others rank us?

The demands placed on management personnel in call center management have risen considerably in recent years. The responsibility for increasingly complex steering processes demands higher levels of qualification. For the first time, an independent comparative study of further training opportunities in the field of call center management was presented by the Christoph Busch consulting firm at the Call Center World 2006. The study clearly revealed the advantages of the “Further Training Course in Communication Center Management” at Bremerhaven University of Applied Sciences in comparison to other courses on offer in the marketplace: Officially recognised through the qualification as Administrator in Communication Center Management (Chamber of Commerce and Industry), integration in the University, cost/benefit ratio, efficient support through own e-learning platform and not least the neutrality of an own non-profit-making association founded at the University to promote scientific further training in dialogue marketing are amongst the advantages of the course.

Course homepage

Course Director:
Dr. Wolfgang Lukas, Professor of Business Management at Bremerhaven University of Applied Sciences

Rolf Lohrmann, Managing Director of qualitycube GmbH, Hamburg and Bremerhaven

Scientific Director:
Dr. habil. Heike Simmet, Professor of Marketing at Bremerhaven University of Applied Sciences

Sponsor:
Association for the Promotion of Scientific Further Training in Dialogue Marketing at Bremerhaven University of Applied Sciences

For the homepage of the CCM further training course please click here.