 training & work placement::
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| Call Centre Management |
| Placement Programme : 2008 - 2009 |
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| This programme has been designed to offer the participant a thorough introduction to call centre techniques leading to a recognised Certificate in International Call Centre Management, issued by the NCFE (NCFE qualifications, schemes and awards are offered by colleges, private training providers, adult education centres, community groups, schools and businesses. Last academic year, over 150,000 people used their NCFE certificates to boost their career prospects, realise their ambitions and achieve their goals.) |
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Who is this programme for?
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This course is ideal for individuals that wish to be trained in the UK and gain local work experience in a professional call centre, either with the objective of applying their future new skills internationally or continuing a UK career upon completion.
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Where does the programme operate from?
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| Weeks 1 - 28 will be based at our training centre in Harrow, London . Harrow is a bustling, cosmopolitan town with an excellent range of accommodation, part time work, entertainment, shopping and leisure facilities.
The work placement will be in a professional call centre and will be located nationwide. We will try to place you in the region of your choice although this option is subject to availability.
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Programme Overview
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This course combines the Foundation Certificate & Intermediate Certificate in Call Centre Techniques.
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| Week 1 |
| Orientation |
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| Week 2 - 27 |
| Foundation & Intermediate Cerficate in Call Centre Techniques. 15 hours study per week. |
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| Week 28 - 54 |
| Work placement |
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| The Foundation Certificate |
The Foundation Certificate in Call Centre Techniques is designed to help provide you with the specialist skills needed by call centre and call handling operators in a range of business environments.
This qualification is ideal preparation for those who are interested in taking up a career in a call handling environment. It can also provide formal recognition of the knowledge, understanding and skills of individuals already working, or who have worked, as a call handling operative. The qualification may be used as a taster or refresher course.
This course is accredited by NCFE.
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| Aims: |
- This qualification aims to give candidates:
- Training in the skills necessary to operate in a call centre or call handling environment
- The opportunity to develop skills in communication and working with others
- The opportunity to develop or improve self and prepare for employment
- A basis for further study and motivation towards career development
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The Intermediate Certificate
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The Intermediate Certificate in Call Centre Techniques will provide you with the skills and knowledge to work at a more independent level within a call centre environment. This qualification could provide you with a sound basis for career progression to a supervisory level.
This qualification is ideal preparation for those who are interested in taking up a career in a call handling environment. It will enable those who have followed the NCFE Foundation Certificate in Call Centre Techniques, as an introductory or taster course, to further develop knowledge, understanding and skills. It can also provide formal recognition of the knowledge, understanding and skills of individuals already working, or who have worked, in a call centre or as a call handling operative.
This course is accredited by NCFE.
Aims:
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- The qualification aims to provide candidates with:
- Training in the skills necessary to operate independently in a call centre or call handling environment
- A sound knowledge and understanding of Health and Safety legislation applicable to working in a Call centre or call handling environment
- Training in communicating effectively and working with others under a variety of circumstances
- The opportunity for personal and professional development
- A basis for further study and motivation towards career development
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| This qualification aims to provide candidates with the training in skills necessary to operate independently in a call centre or IT help desk environment, a sound knowledge and understanding of relevant Health and Safety legislation and training in communicating effectively and working with others.
This qualification is ideal for those who are interested in taking up a career in a call handling environment. It will enable those who have followed the NCFE Foundation Certificate in Call Centre Techniques to further develop their knowledge, understanding and skills, it can also provide formal recognition of the knowledge, understanding and skills of individuals already working or who have worked in a call centre or as a call handling operative.
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There are six units this course will cover: -
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- Communications Skills
- Health, Safety and Legislation
- Personal Development
- IT Applications
- IT Helpdesk
- Customer Services
- Customer Care
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| Job placement :
On successful completion of the course you may be placed in a live Call Centre environment for a minimum of 6 months. You will be paid at the same rate as a local operative of a similar grade. It may be possible to extend your employment if a mutually agreeable arrangement is reached with your employer. However, please note that the job placement is not guaranteed.
Eligibility :
There are no specific recommended prior learning requirements for this qualification. Access to this qualification is open to all candidates; however, a basic level of numeracy and literacy is required to comply with the Health and Safety and assessment aspects of the qualification. Computer literacy, although not essential, would be an advantage.
Fees :
£3,500
Start dates :
First Monday of each month.
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Note :
All exam fees will be borne by the candidate.
The college will look for placement opportunities for candidates who have successfully completed the first three months of training. Although, the eligibility criteria is general in outlook, the candidate should have a good standard of conversational and written English with fairly clear accent to start with otherwise it will be impossible to secure a paid work placement. The college however cannot guarantee a work placement for a candidate whose performance has not been satisfactory. |
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