Staff celebrate contact centre qualification

Staff at Bank of America are celebrating after becoming the first group of employees to complete a Contact Centre qualification with West Cheshire College.

Employees based at the Chester Business Park, have recently undertaken the NVQ for Contact Centre Professionals, Admin and Management with the College, who delivered the training programmes directly in the workplace.

The qualification, which has been designed to demonstrate competence within a work situation, consists of a series of units that focus on specific aspects of work within a contact centre.

Staff covered a range of units including: Developing Personal and Organisational Effectiveness, Health and Safety in ICT, Contact Centres and Customer Care.

Deborah Crick-Furman of Learning and Leadership Development at Bank of America, said: “At Bank of America we are committed to offering opportunities for our employees to develop themselves both personally and professionally. The NVQ programmes that we offer with West Cheshire College are a great example of this. They enable our staff to gain the qualifications that they need while they are carrying out their daily roles, providing our customers with a world class service.”

Jayne Smith, Area Manager in Workforce Development at West Cheshire College, said: “We are delighted with the successful roll-out of the NVQ Contact Centre qualification at Bank of America. To help assess competence within the work role, we created a portfolio of criteria that was unique to each candidate to establish whether they were working at a level which meets national standards and that of the organisation.

“Any gaps which were identified in the candidate’s knowledge were quickly recognised and training delivered to ensure the candidate could complete their qualification on schedule.”

If you are an employer and would like to find out more information on courses at West Cheshire College, call the Employer Hotline on: 01244 670 499.