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Call Centre Management

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I would like to know if there is an industry standard qualification in CCM.Is there a recommended route or provider ?
rick martin

4 Responses

  1. ITIL is an option
    I saw a presentation by Steph O’Donnell of Sainsbury’s recently. They have adopted an approach to Call Centre standards using ITIL. I think the BCS are behind the UK standard, though the idea originated in Holland, is Europe wide and is now spreading to the States.

    KnowledgePool can help.

  2. There are NVQ frameworks for Call centres
    Try the Telecommunications Vocational Standards Councils’ under -development NVQs, at least as a benchmark for development.

    I will be happy to give you more details of these.

  3. Try Dundee College for materials
    Try Dundee College – they have developed materials for Call Centre training.

  4. Qualifications for call centres
    There are several qualifications now ,Scotvec ( now SQA) developed an award similar to an NVQ called a Proffessional dev Award for Call centre Operators. Also the Call Centre Association Based in Glasgow have jointly dev a Management award with ( I think ) Henley or the Open College.The number of the CCA is 0141 564 9010 they will give you details. The PDA is suitable for operators, I was intending to use it also as an induction tool for providing milestones in a new recruits dev. Each unit lends itself to a standalone subject. In NVQ speak this is pitched around level 1 level 2

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