Undergraduate Certificate in Contact Centre customer routing strategy

Friday, 20 February 2026 03:38:19

International applicants and their qualifications are accepted

Start Now     Viewbook

Overview

Overview

Customer Routing Strategy

is a crucial aspect of contact centre operations, ensuring seamless customer interactions. This Undergraduate Certificate in Contact Centre customer routing strategy is designed for individuals seeking to enhance their knowledge in this area.

Developed for those working in or aspiring to join the contact centre industry, this programme focuses on teaching learners how to design and implement effective customer routing strategies.

Through a combination of theoretical and practical learning, participants will gain a deep understanding of customer journey mapping, queue management, and workforce management.

By the end of the programme, learners will be equipped with the skills and knowledge to create efficient customer routing strategies that drive business success.

Take the first step towards a rewarding career in contact centres and explore this programme further to discover how you can make a meaningful impact on customer experiences.

Contact Centre customer routing strategy is a vital skill in today's fast-paced business environment. This Undergraduate Certificate course teaches you how to design and implement effective customer routing strategies, ensuring seamless customer experiences and increased efficiency. By learning from industry experts, you'll gain hands-on experience in customer journey mapping, queue management, and workforce optimization. With this course, you'll enhance your career prospects in the contact centre industry, opening doors to senior roles such as Team Lead or Centre Manager. You'll also develop valuable skills in data analysis, problem-solving, and communication, making you a highly sought-after candidate.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

• Customer Journey Mapping
• Contact Centre Design Principles
• Routing Algorithm Development
• Quality of Service (QoS) Metrics
• Performance Metrics and Analysis
• Customer Service Level Agreement (SLA)
• Workforce Management Systems
• Contact Centre Technology Integration
• Customer Experience Measurement
• Business Process Re-engineering

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

Start Now

Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

Start Now

  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
  • Start Now
    •

Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Undergraduate Certificate in Contact Centre customer routing strategy

The Undergraduate Certificate in Contact Centre customer routing strategy is a specialized program designed to equip students with the knowledge and skills required to manage customer interactions effectively in a contact centre environment.
This program focuses on teaching students how to develop and implement a customer routing strategy that ensures efficient and effective communication with customers, resulting in improved customer satisfaction and loyalty.
Upon completion of the program, students will be able to apply their knowledge and skills to design and implement a customer routing strategy that aligns with the organization's overall business objectives and goals.
The program covers a range of topics including customer relationship management, contact centre operations, and technology-enabled customer service, providing students with a comprehensive understanding of the contact centre industry.
The duration of the program is typically one year, with students completing a series of modules and assessments to demonstrate their understanding of the subject matter.
The Undergraduate Certificate in Contact Centre customer routing strategy is highly relevant to the contact centre industry, with many organizations seeking to upskill their staff in this area to stay competitive in the market.
Graduates of the program can expect to secure roles such as customer service manager, contact centre manager, or business analyst, with many also pursuing further education and career advancement opportunities in the field.
The program is designed to be flexible and accessible, with many institutions offering online and part-time options to suit the needs of working professionals and students.
Overall, the Undergraduate Certificate in Contact Centre customer routing strategy is an excellent choice for individuals looking to launch or advance their career in the contact centre industry, providing a solid foundation in customer service and contact centre operations.

Why this course?

Customer Routing Strategy is a crucial aspect of contact centre operations, with the UK's customer service industry facing significant challenges in recent years. According to a report by the Centre for Retail Research, the UK's customer service industry is expected to grow by 3.5% annually, with a projected value of £43.8 billion by 2025.
Year Growth Rate
2020 2.5%
2021 3.2%
2022 3.5%
2023 3.8%
2024 4.1%
2025 4.3%

Who should enrol in Undergraduate Certificate in Contact Centre customer routing strategy ?

Ideal Audience for Undergraduate Certificate in Contact Centre customer routing strategy Professionals seeking to enhance their skills in customer service and contact centre operations, particularly those working in the UK, where the customer service industry is a significant contributor to the economy, with over 3.5 million people employed in this sector (Source: ONS, 2022).
Key Characteristics: Individuals with a passion for delivering exceptional customer experiences, looking to upskill and reskill in a rapidly evolving contact centre landscape, where technology and innovation play a crucial role in shaping customer interactions.
Career Aspirations: Those seeking to progress into senior roles, such as team leaders or supervisors, or looking to transition into related fields, like sales or account management, where their customer routing skills will be highly valued.
Prerequisites: No prior experience is required, as the programme is designed to be accessible to those new to the industry, with a focus on developing fundamental skills in customer service, communication, and problem-solving.