Before National Vocational Qualifications (NVQs) appeared in the call centre environment the competency of employees could not be assessed in any meaningful way. There was no objective standard against which to measure performance and incompetence was tolerated or accepted. This also meant there were no qualifications available to staff who were competent.
NVQs have changed all that and revolutionised competence in the workplace. These new qualifications can help employees to take on qualified and competent staff. Existing employees can be encouraged to take charge of their own development and destiny in the work place. In addition to increasing skill, this can also increase motivation and job satisfaction. ISV has given NVQs its support by designing software to aid employers implementing the standard. As an ardent proponent of quality training and empowering people to take control of the development of their skills, ISV has taken a keen interest in NVQs and their application in the telecomms industry. NVQs have been available in various employment sectors for over 10 years. Although about 1.5million certificates have been awarded across all industry sectors, little is still known or understood about their nature and benefit to employers and employees alike.
An NVQ is a national qualification, which confirms competence demonstrated in a work role and is of particular benefit to employees who lack formal qualifications but who are competent in their job and gives employees a specification for occupational competence.
NVQs are implemented in the workplace. Candidates have to produce evidence of their competency by carrying out their normal work activities. Assessors monitor these work activities and collect evidence, which is then judged by the assessor against the national standard of the NVQ. Feedback to the candidate is spontaneous so that where individual training and development needs are identified they can be acted upon swiftly. | 
