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Training and Development
Over the past 5 years CallNorthWest has developed a range of accredited and non accredited courses to support the call and contact centre sector. For the most recent timetable see the events page
Resource Guide for trainers and Coaches in Call and Contact Centres
This publication produced to complement the CNW Trainers and Coaches Network which was funded by the European Social Fund. Funding is being sought to update the publication in 2009.
It provides an overview of Training and Development in the Call and Contact Centre Industry, a list of training provision, references to leading books and web sites which might be of use to Training and Coaching Professionals.
A Free Copy is available to CNW members while stocks are available
As members of CallNorthWest your organisation will have access to discounts and priority booking on specialist CPD events in training and development. Non-members will be able to attend these CPD events on a Pay as you Go basis.
MBA in Contact Centre Management This course is specifically designed for those wishing to either establish or sustain a successful managerial or professional career. The MBA is for students with a minimum of 2 years work experience. The course provides a rigorous process of personal and managerial development, in which you are encouraged and expected to make your own unique contribution.Qualifications – click on qualification for more information
Type of Job Role |
Qualification |
Requirements |
Agents to Team Leaders |
Foundation Certificate in Call Centre & Contact Centre Management |
NVQ level 3 or equivalent prior experience |
Teams Leaders and Operational Roles in HR, IT, Marketing |
Foundation Diploma in Call Centre & Contact Centre Management |
Completed Foundation Certificate in CCM |
Senior Team Leaders and Operations |
BA in Call Centre & Contact Centre Management |
Completed Foundation Degree in CCM |
Operations and Call Centre Managers |
Postgraduate Certificate in Call Centre & Contact Centre Management |
Degree of equivalent practitioner experience |
Operations and Call Centre Managers in Financial Services (NEW IN 2008) |
Postgraduate Certificate in People Management in the Financial Services |
Degree of equivalent practitioner experience |
Operations and Call Centre Managers |
Postgraduate Diploma inCall Centre & Contact Centre Management60 MODCAT credits (30 ECTIS) |
Postgraduate Certificate |
Operations and Call Centre Managers |
MSC in Call Centre & Contact Centre Management |
Degree of equivalent practitioner experience and/or |
Qualifications for Trainers and Coaches
Trainers and HR |
Training Trainers in Call and Contact Centres |
NVQ level 3 or prior practitioner experience |
Coaches and HR |
Training Coaches in Call and Contact Centres |
NVQ level 3 or prior practitioner experience |
Trainers and HR |
Training Trainers in Call and Contact Centres |
NVQ level 3 or prior practitioner experience |
Coaches and HR |
Training Coaches in Call and Contact Centres |
NVQ level 3 or prior practitioner experience |
Other CNW short courses
Training and Skills Development Advanced Team Leader Workshop
Type of Job Role |
Title |
Duration |
Team Leaders |
Training and Skills Development Advanced Team Leader Workshop |
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Call and Contact Centre Professionals
Professionals are those recognised by their professional body as being so, however there is no professional institute which looks after the development of the professionals who work in call and contact centres, but there are a number of bodies who have developed frameworks after consultation with the sector.
The University courses have been designed to accord with, and be benchmarked against, these leading industry standards, where appropriate, developed by the following organisations..
- e-skills, the Sector Skills Council for IT and Telephony which embraces Call and Contact Centres. They have developed a competency framework and a strategy for career development. http://www.e-skills.com/nvq/1125
- CCA - Customer Contact Association – formally the Call Centre Association: http://www.cca.org.uk/
- CCMA -The Call Centre Management Association: http://www.ccma.org.uk/
- CIPD , Information on at: http://www.cipd.co.uk/search/default.aspx?c=*&g=0&q=call%20centres
- IDM - Institute of Direct Marketing: http://www.theidm.com/
- CIAC - A
United States and Global standard for call and contact centres: http://www.ciac-cert.org/
Learn Direct
This government web site lists all courses it is notified about by Colleges and Private Providers. Select a course near you, use Call Centre for the subject and a postcode http://www.direct.gov.uk/en/EducationAndLearning/index.htm
The subject Contact Centre will find courses too.
Further Information on Accredited Courses
- Foundation Certificate for Call and Contact Centre Management
- Foundation Degree for Call and Contact Centre Management
Programmes delivered at
http://www.foundationdegreesinlancashire.org.uk/Business%2013.htm
Fact Sheet
http://www.burnley.ac.uk/website04/he/courses08/Business.pdf#page=6
Undergraduate Programmes delivered by the
BA Honours in Call and Contact Centre Management
No details currently available
Postgraduate programmes delivered by the
http://www.burnley.ac.uk/website04/he/courses08/Business.pdf#page=6 University Certificate in Training for Trainers and University Certificate in Coaching at Work http://www.uclan.ac.uk/facs/lbs/news/0807/callnorthwest.html The current University fees will be included on the fact sheet. It is advisable to speak to the Course Organiser in case there is any concessions available due to receipt of External funding. The University can also provide bespoke in-company programmes – which must be based on the qualification framework – however can be adapted to include materials directly relevant to the particular needs of the organisation. Fees for these in-house programmes are negotiable.
University Fees
Featured Event | |
Date: 26th February 2009 | |
Details |  |
Latest News | |
Date: 17th October 2008 | |
Details | |
