FNU Provides Practical Approach to Contact Centre Operations Training

Press Release Posted On: April 11, 2024
Graduates from Basic Operations in a Call Center Level 3 Short Course Programme

Graduates of the Basic Operations in a Call Center Level 3 Short Course Programme

The Business Process Outsourcing (BPO) industry in Fiji is growing rapidly and providing job opportunities for Fijians across the nation.

To adapt to these emerging needs, the Fiji National University (FNU) envisions continuous enhancements to the programme, ensuring that graduates remain at the forefront of industry developments and are equipped to meet the demands of the evolving educational and industry landscapes.

The Certificate in Contact Centre Operations (Level 3) programme is aimed at equipping graduates with the essential skills and knowledge to excel in the dynamic field of contact centre operations.

College of Business, Hospitality and Tourism Studies (CBHTS) Office Administration and Library Information Systems Head of Department, Karalaini Liku Tubuna, who oversees the programme, said the programme allowed students to gain experience and the relevant skills specifically targeted to meet the needs of contact or call centre.

Karalaini Tubuna

Karalaini Tubuna

“The Certificate in Contact Centre Operations (Level 3) programme aims to empower graduates with the knowledge and skills necessary to handle the operations and processes in any contact centre in Fiji,” said Ms Tubuna.

“Through theoretical knowledge and practical training, graduates will be equipped with the background knowledge of contact centres, data processing skills, technical proficiency, communication prowess, and leadership abilities essential for success in this fields,” she added.

She said that the programme stood out for its practical orientation, utilisation of case studies, group discussions, and lessons that use relevant journal articles, and real-world examples to impart relevant knowledge and skills.

“Assessments are tailored to individual or group dynamics, ensuring comprehensive learning experiences. Emotional intelligence and communication skills, including listening and speaking abilities, are thoroughly addressed to groom well-rounded professionals.

“Their insights and contributions ensure that the programme is in alignment with current industry demands and trends, allowing students to stay ahead in this competitive landscape.”

Tubuna shared that the contact centre or Business Process Outsourcing industry is constantly evolving and expanding beyond traditional customer service roles into various knowledge processing outsourcing areas such as Insurance, HR, Energy, Banking, and Engineering.

For more information about the Certificate in Contact Centre Operations (Level 3) programme and other offerings at Fiji National University, please visit www.fnu.ac.fj.