Essential Hard Skills Training
The first programme for call centres operatives in which "hard skills" are quality assured to a national standard is now available. This has been achieved through the expertise of the Awarding Body ASET who has developed the programme in close consultation with ISV Software, one of the UK's leading suppliers of assessment and training software solutions for call centres.
The ASET Level 2 National Award in Call Centre Skills aims to specifically provide learners with the knowledge and understanding of the basic skills required to become an effective agent in a call centre environment. The unique element of the programme is that for the first time, fundamental skills training such as keyboard skills, listening skills and accuracy of keying-in have been introduced. This in turn helps the learner achieve the productivity and performance targets of their industry.
Who is it for?
It is ideal for those who are preparing for, or are already employed in a call centre, such as a call centre operative, help desk agent or sales advisor. The National Award covers such topics as an Introduction to a Call Centre Environment; Introduction to Keyboard Skills; Computer Applications; and Listening and Keying Skills. The learner can then choose one of two optional units relating to Customer Service and Selling Skills dependent on their work role, and which may enable them to progress into sales. Learners may also, if they wish, progress onto either the NVQs in Contact Centre Operations or for Contact Centre Professionals.
Unique
Shani Randall National Sales Manager for ISV, made this comment, "The introduction of this National Award provides a unique aspect to this industry in covering hard skills training. We believe this is a core foundation skill required by anyone handling customer information over the telephone. We are pleased to have worked with ASET in developing the programme, and do hope that employers and colleges will recognise its significance especially in those areas of the country for which there are still considerable opportunities for this sector."
ASET and ISV
ASET is an Awarding Body recognised by the relevant government department and agencies. They work with over 500 Centres (often colleges of further education or private training companies) in delivering over 3000 learning programmes per year. Full details of accessing or offering this and other ASET programmes may be found on the ASET website at www.aset.ac.uk or by telephoning ASET Customer Services on 0845 4589 500. To find out about ISV Software Contact centre solutions or ISV Software, call 0870 870 6000 or visit the website www.isvgroup.com.
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