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The CallNorthWest Contact Centre Learning Academy has been created through an adaptation of the Learning Academy developed by QPC.
The CallNorthWest Contact Centre Learning Academy has been developed in response to the needs and interests of contact centre operations in England's Northwest to simplify and create an understanding of training needs, availability and funding. The real value to contact centre operations, agents, team leaders and managers is that the sector specific Career Path Framework (CPF) and National Occupation Standards (NOS) for all the key roles within a contact centre lie at the heart of the Learning Academy. These have been created from input and feedback from over 600 contact centres across the UK under e-skills UK, the sector skills council for contact centres.
The benefits of having the CPF and NOS at the heart of the Learning Academy cannot be understated as they provide the most robust and efficient method of assessing skills and skill needs against key roles within any contact centre environment.
Skills can be assessed against the current job role then, taking into account the learning and development needs of the individual and the organisation, a career path can be created. Alongside this a career path can be developed and linked to an aspirational role, which may be the next level or beyond, customer facing or specialist.
The CallNorthWest Contact Centre Learning Academy has been developed in response to the needs and interests of contact centre operations in England's Northwest to simplify and create an understanding of training needs, availability and funding. The real value to contact centre operations, agents, team leaders and managers is that the sector specific Career Path Framework (CPF) and National Occupation Standards (NOS) for all the key roles within a contact centre lie at the heart of the Learning Academy. These have been created from input and feedback from over 600 contact centres across the UK under e-skills UK, the sector skills council for contact centres.
The benefits of having the CPF and NOS at the heart of the Learning Academy cannot be understated as they provide the most robust and efficient method of assessing skills and skill needs against key roles within any contact centre environment.
Skills can be assessed against the current job role then, taking into account the learning and development needs of the individual and the organisation, a career path can be created. Alongside this a career path can be developed and linked to an aspirational role, which may be the next level or beyond, customer facing or specialist.
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