Contact Centre Routeway

Introduction

This routeway is a pre employability training programme for contact centre work.

It has been designed in response to employers needs who were finding it difficult to recruit and retain suitable staff. It supports employers in expanding their business by providing a steady stream of suitable trained individuals.

The contact centre sector will employ anyone interested in working in their sector, including older worker, lone parents, long term unemployed and labour market returners.

The main attribute/skill needed is the ability to communicate clearly, there are no minimum entry requirements into the sector.

The course

This is a 6-13 week occupational training course. There are basic skills included and ever participant has the opportunity to gain all key skills, literacy and numeracy at level 1 or 2 and the City & Guilds RVQ qualification which is sponsored by the sector skills council covering contact centres, E Skills.

As well as a qualification, this course covers hard and soft skills, behavioural attributes and technical skills. For those participants who require less support, the course can be completed in 5-6 weeks.

What happens after the course

The course will give participants the skills to work in a range of careers including customer service, sales, telephone marketing, retail, clerical and administrative roles put it is primarily designed for entry into work as a contact centre advisor.

Most course leavers find well paid jobs within the contact centre sector. It is still very much a growth industry and the opportunities for promotion and progression are great. Once in the sector, individuals are encouraged to work towards their NVQ level 2 through the Train to Gain programme.

Over 90% of individuals who have completed the course go into work.

Funding

At the present time City of Sunderland College, Stockton Riverside College and Contact Centre Professional have funding to deliver across the North East Region.

For more information, please contact Dionne Payne at skillsnortheast@onenortheast.co.uk