A new partnership between Firstsource Solutions limited, a global provider of customised Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company that employs 24,000 people worldwide, and Ulster University will allow customer contact center employees the opportunity to study for a degree course. The BSc (Hons) in Customer Contact Management will be delivered through an online curriculum provided by Ulster University Business School and through internal training and experience gained in employment with Firstsource Solutions.
The course will be available to frontline management, including team leaders and mid-level managers, to become professionally certified in customer contact management. The first students will be able to enroll in September 2015.
Modules on the degree will include professional skills relevant to the industry such as specialist resource planning, data analytics, using technology and how to measure performance through quality systems. It also covers wide business degree content such as leadership, financial planning, customer service and strategic planning.
A pool of senior leaders at Firstsource will, over time, be certified as recognised teachers under Ulster University to impart training. Employees at Firstsource’s operational centers worldwide will be able to take the course with up to 380 employees worldwide eligible to apply for the degree in the 2015/16 academic year. The partnership also means that Firstsource employees will be able to do a BSc (Hons) degree at a reduced cost.
This course reflects the changing nature of the marketing and customer management industry, which requires a range of high level skills including data analytics, integrating IT platforms with customer management, recruitment, training, performance management of teams and much more. The course will equip students to deal with changing nature of client demands as a result of the pace of change in technology and customer behavior.