Case Studies

The following case studies will provide you with examples of where CallNorthWest has helped local organisations. If you feel you could provide a valuable case study please contact pressoffice@callnorthwest.org.uk

Education pays off

Louise Short, BBC Contract Manager,
Revenues Management Services Ltd

A Preston businesswoman is set to scale the career ladder even faster after completing a diploma which was developed by the University of Central Lancashire and supported by CallNorthWest.

Louise Short, 29, who works for city-centre based Revenues Management Services (RMS) has been with the company for over nine years and is now setting her sights on becoming a director with the financial services company after gaining additional management skills thanks to the PgDiploma in Contact Centre Management.

RMS which is situated on leafy Winckley Square in the heart of Preston contact centre and works for a wide range of public and private sector clients including BBC TV Licensing.

Louise joined the company in 1996 as Team Leader, but she soon proved her worth and landed a call centre manager role as temporary maternity cover prompting her career with the company to take off.

She has progressed through the ranks and is now responsible for managing the contract for the BBC, coordinating the 180 strong team to help over one million customers find ways to manage their TV licensing bill.

The part-time post graduate diploma normally costs approximately £3,500 per person but RMS funded Louise’s studies. She completed the qualification in June 2004 and is making sure colleagues and customers benefit from her knowledge. She said:

“The course was very demanding and intensive but has helped me develop my management techniques which are essential in this dynamic industry.”

“It was very structured and looked at a host of business issues but focussed on change management issues, improving operational and financial performance and developing customer relationship management systems.

“I have no doubt the course has provided me with the additional skills and abilities needed to progress further in RMS - hopefully to director level.”

The course couples assignments with practical on-the-job training, combined with continual assessment to ensure that students perform at their best at all times.

RMS has also enrolled Louise’s colleague Andy Duckworth, 30, who is contact centre manager on this year’s course. Group HR director, Kathryn Spencer added:

“We viewed the money spent on the course as a prudent business investment and one that Louise has worked for. She is definitely one of RMS’s rising stars and I hope that she does make it to the board of directors.

“The diploma course has been very useful for us and has given a very talented employee more management skills that will ultimately benefit the company. Entering our employees on to courses of this nature form part of our policy of making sure we give them the access and opportunity to develop their knowledge and in turn helps to retain them within the business.

“The contact or call centre industry is very competitive and is constantly on the lookout for people who can excel in the sector. Helping our people achieve extra qualifications and develop their management skills is one way of keeping hold of talented staff.”

Bob Hale, academic director from CallNorthWest added: “We are delighted to know that the course we have developed is making a real difference and that employees and employers are benefiting from the qualification.

“It is one of our objectives that we help professionalise the sector and ensure workers are given the opportunity to develop their management skills and knowledge of the industry.”

CNW in association with the University also provides accredited courses at Foundation Degree, Honours Degree, Postgraduate Certificate and Diploma levels alongside MSc and a MBA in Contact Centre Management