Training Call Agents |
| TTC Training is one of the
first companies to offer Scottish/National Vocational Qualifications
(S/NVQs) which have recently been introduced for call handling
agents. These are new S/NVQs which are dedicated to the needs
of call agents. |
| * NVQs are nationally recognised
qualifications
* NVQs promote best practice in call handling operations
* NVQs can be used to assist staff retention and enhance
performance
* NVQs are work-based qualifications, which mean staff
do not have to take time off work |
|
| S/NVQs focus on a person's competence
in the workplace, measure candidates ability to perform tasks
to industry defined standards and cover all the activities required
to undertake the job. Assessment is carried out by an independent
expert in the workplace and through collecting evidence in a
portfolio. |
What S/NVQ qualifications are available to
Call Centres? |
| Call Handling Operations-
level 2
Call Handling Operations - level 3
Supervisory Call Handling - level 3
Managing Call Handling - level 4 |
|
| These new Call Handling NVQs,
are based on the Occupational Standards developed by the National
Training Organisation for the Telecommunications Industry.
The purposes of these standards are: |
| * To provide
competent well-trained staff as a means of enhancing
the ectiveness of the industry
* To recognise actual work performance with nationally
recognised qualifications and develop the skills and
knowledge necessary for effective performance. |
|
| The standards apply across a wide range of
sectors and have been designed for operations where the use
of telephones, constitute a significant proportion of the
activities undertaken. The key purpose of the standards are
to provide competent well-trained staff as a means of enhancing
the effectiveness of the industry and promoting best practice
in Call Handling Operations. |
Mandatory & Optional Units |
|
| Each qualification is made up of a number
of mandatory and optional units. The Call Handling S/NVQs
have been structured with a wide range of optional units which
means the qualifications can be tailored to the specific requirements
of a call centre whether inbound or outbound, sales, customer
service etc. |
Is there an associated cost? |
| If your staff are aged between 16-24 years, subject
to government funding being available, training is Free. Contact
TTC for further information. |
Call Handling Operations Level 2 |
| To achieve this qualification, a candidate
must prove competence in 3 mandatory units and 3 optional
units.
Mandatory Units |
| * Contribute
to developing and maintaining positive caller relationships
* Contribute to an effective and safe working environment
* Contribute to improving the quality of service provision |
|
Call Handling Operations Level 3 |
| To achieve this qualification, a candidate
must prove competence in 4 mandatory units and 4 optional
units.
Mandatory Units |
*
Contribute to developing and maintaining positive caller
relationships
* Solve problems for telephone callers
* Develop and maintain an effective and safe working environment |
|
Supervising Call Handling |
| To achieve this qualification, a candidate
must prove competence in 4 mandatory units and 4 optional
units.
Mandatory Units |
* Maintain performance
and an effective working environment
* Create effective working relationships
* Manage yourself
* Lead call handling trams and individuals to meet their
objectives |
|
Managing Call Handling |
| To achieve this qualification a candidate
must prove competence in 5 mandatory units and 4 optional
units.
Mandatory Units |
* Manage call
handling activities to meet organisational requirements
* Ensure the quality of call handling services
* Provide information to support decision-making
* Develop own resources
* Manage he performance of teams and individuals in the
call handling facility to promote good practice. |
|
| To find out more and for information on the optional
units for each qualification, contact ttctraining@ttctraining.co.uk |
| Companies who have implemented
call centre qualifications through TTC Training include: |
Inkfish
Thomas Cook Direct
BCP
SHG Holidays
Hoseasons
Titan
|
Case-Study - Travelodge
With more than 230 lodges situated across the UK
and Ireland, Travelodge is one of the most easily
recognisable names in the hospitality business. The
company has a presence in all major cities in the
country, as well as on all major motoring routes and
is committed to providing quality training for staff
to ensure growing success.
Travelodge employs 260 people at their Reservations
Centre in Dudley where staff take bookings for the
lodges nationwide. The levels and standards of training
offered at the Centre resulted last year in the company
being awarded the Government's Age Positive Award
- a scheme that recognised the company's policy to
offer staff NVQs, irrespective of their age.
When they recently decided to expand the range of
NVQs offered to staff, Travelodge teamed up with TTC
Training. TTC advisors selected a training programme
suited to Travelodge's requirements, accessed funding
from the Learning and Skills Council, and facilitated
the delivery of the qualification, before assessing
the candidates' work.
The package to deliver the NVQ Level 2 in Call Handling
saw ten employees aged between 18 and 50 gain qualifications
in just ten months.
Travelodge's Human Resources and Training Manager,
Amanda Jones, said: "Working with TTC Training
has brought many advantages. The company's attention
to detail and ability to deal with all aspects of
the training package has enabled us to concentrate
on the bigger picture, while ensuring a quality service
is available to our staff."
|
|
Natalie Stanton, SHG Holidays (part
of Thomson Travel Group)
"Training is of great benefit to the company
as it not only enhances staff performance but also
helps in staff retention. Our message is that training
is worthwhile, effective and not something to be afraid
of. Our company believes the Call Handling NVQ will
be especially beneficial for new staff as it will
quickly provide them with structured training which
will enable them to become effective in their roles
more quickly."
|
|
Michelle Jack, Thomas Cook
Direct, Falkirk
"I was particularly impressed with the fact
that we were able to continue with our day to day
job while achieving the qualification, resulting in
minimum disruption to our work."
|
|
Heather Futter, Hoseasons
"The implementation of this qualification is
part of our ongoing investment in staff training and
the personal development of our employees. The NVQ
will enable our staff to become even more helpful
and knowledgeable in their role as well as providing
them with a nationally recognised qualification which
demonstrates their skills and commitment to be the
best at their job."
|
|
Case-Study - Dialling Into Customer
Service At BCP
BCP is the UK's market leader in providing travel
services ranging from airport parking at 17 airports,
hotel and theatre breaks to world-wide car hire and
travel insurance.
With a large proportion of its bookings coming into
the company's call centre in Crawley, West Sussex,
the one thing BCP needed to be sure of, was that its
call centre staff were fully trained to be able to
take bookings in a professional manner and provide
high quality customer service.
BCP decided that the best way to ensure this was
by working with TTC Training to provide a training
programme that was tailored to its business needs
and which also led to a nationally recognised qualification.
In the three years since BCP introduced NVQ training
courses for its call centre staff, 96 employees have
successfully completed levels two or three. A further
28 are currently studying for the qualification, which
include training in areas ranging from telesales to
customer service.
Kim Thurloway, HR manager at BCP, says, "We
are continually striving to provide professional training
and development for our employees using both external
and in-house resources. The NVQ programme has proved
to be highly popular with our employees because it
is a nationally recognised qualification which will
be valuable for them in their careers.
"We also believe that our commitment to training
has been instrumental in helping us to achieve the
Investor in People award."
To find out more about how NVQs can help your business
contact
info@ttctraining.co.uk
|
|
| |
| TTC programmes are usually tailored to
meet the needs of individual businesses. Many companies are
pleased to find that we can help secure funding which significantly
reduces the cost of training.
You do not have to be a large company to enrol trainees
onto our MA programmes.
TTC can take care of the paperwork so all you have to
do is watch your staff learn and develop skills to meet your
business needs.
For more detailed information on how your business can
benefit from introducing N/SVQs to your staff, contact us
to make an appointment with one of our local advisers info@ttctraining.co.uk |
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