5 Responses

1. Call Centre Qualifications
   The Institute of Customer Service is the National Training Organisation for Customer Service. The Institute has developed a set of Awards for personnel working in customer facing roles, including call centres. More than 80 of the UK’s leading companies are members of the Institute. Individual membership is available to suitably qualified customer service professionals. More details are available from the Institute of Customer Service, 2 Castle Court, St Peter’s St, Colchester, Essex,CO1 1EW. Telephone 01206571716. e-mail enquiries@instcustserv.com

2. Call centre qualification
   There is an NVQ at level 2 that was developed specifically for call centre operators. It is called Process Information Using Telecommunications (PIT2). It was developed by the Telecommunications Vocational Standards Council and is available from: Qualifications for Industry, 80 Richardshaw Lane, Pudsey, Leeds LS28 6BN. Tel 0113 2273300 or E-mail qfi@qfi.co.uk. Alternatively further details can be obtained from me directly on: 01234 712900 or E-mail info@thsts.co.uk.

3. Call Centre Qualifications
   I have worked with a qualification called “CICS” and it is the Certificate in Customer Service. It is regulated by City & Guilds and is excellent for call centres as it includes items on teamworking, customer service and product knowledge.

   It is very thorough and gives the candidate on the job tasks as well as project work to complete outwith the working environment. In our case anyone who passed this had the City & Guilds logo added to their names badges with served as a great incentive and recognition exercise as well. If you need more details e-mail me.

4. Call Centre Qualifications
   I have worked with a qualification called “CICS” and it is the Certificate in Customer Service. It is regulated by City & Guilds and is excellent for call centres as it includes items on teamworking, customer service and product knowledge.

   It is very thorough and gives the candidate on the job tasks as well as project work to complete outwith the working environment. In our case anyone who passed this had the City & Guilds logo added to their names badges with served as a great incentive and recognition exercise as well. If you need more details e-mail me at julie.EX.reid@cwcom.co.uk

5. Call centre qualification
   NCFE have a basic qualification for call centres called

   Call Centre Techniques

   Details are available on their web site http://www.ncfe.org.uk