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LLSCs Induction Work Record Registration & Certificate Request forms |
Call Centres FMA/AMA The UK's economic development is dependent on its businesses, large and small, embracing the opportunities afforded by technological advances - the Internet, the IT systems, the new communications options. The modern call centre exploits the potential of the Information Age, becoming, for many businesses, a core element of effective customer relationship management. But call handling skills issues present a major challenge both to short term business competitiveness and to longer term growth. Nowadays, most organisations recognise the criticality of skilled call handling in terms of customer relationship, cost effectiveness and revenue. However, with dramatic expansion in the call handling sector, there is an ongoing demand for new staff and a pressing need for easier recruitment and faster skills development. This is especially important in the context of constant change in IT and communications technologies, such as the emergence of the web-enabled call centre, which makes it possible to interact with the customer in many new ways, for example managing outbound relationship, handling e-mail and facilitating 'web' transactions. In order to address these skills needs, employers have come together to create the Modern Apprenticeships for Call Handling, at Foundation and Advanced levels. These encourage young people to embark on a career in call handling covering a wide range of options such as technical support, help desk, telephone operators, telesales and telemarketing. Combining 'on the job' training and work experience with supportive 'off the job' training, Modern Apprenticeships provide employers with flexible training programmes designed specifically to make new recruits workplace competent, productive and able to add value as quickly as possible. Although the focus of the Modern Apprenticeship programmes is to attract young people between the ages of 16 and 24, the training programmes can also be applied to older candidates who can benefit from the achievement of such qualifications. |