Approval for Call Centre Training Solution

The Call Centre Association has officially approved an e-learning system from AbilityCounts Ltd, the call centre recruitment and training specialist. Trainees using the new solution, Customer Connection Cycle TM, can now recieve a certificate endorsed by the UK professional body for call and contact centres.

AbilityCounts is a rapidly growing independent training and recruitment business. Its business is based on 25 years of IT, Training and Recruitment experience. AbilityCounts offers a wide range of globally recognised leading-edge training programmes for a wide range of learners.

The offical approval means that learners who are lucky enough to work for a call centre that invests in this training solution will be able, upon successful completion of the program, to obtain a joint certificate issued by AbilityCounts and the CCA confirming their call centre representative skills.

AbilityCount's partners - Datatask Pty Ltd in Australia - have developed the full system and it has already undergone rigorous evaluation there to achieve the seal of approval of ANTA, the Australian National Training Association. The system has been developed to give learners the ability to study at their own pace a wide range of subjects under four major topic headings - CoachWorks, Call Centre Environments, Interacting With Your Customer and Advanced Customer Service Skills.

When a learner completes the built-in tests they are instantly and automatically provided with their results and the system controls whether or not they are able to progress to the next phase of learning or whether they must repeat the last section. This is based on pre-set pass rate criteria.

Explaining the benefits of the online training and assessment technology Tim Lane, Managing Director of AbilityCounts said: "Online learning and assessment fully tests a learner on his or her acquired knowledge of the subject but learners can also access this anytime and anywhere at their (and their employer's) convenience according to their schedule, without the need to attend taught lessons at a fixed time."

Colin Mackay, Educational Standards Director for the CCA added "What AbilityCounts have done is to bring to the UK (and indeed the world) market a superb solution that will allow every call and contact centre large and small, to be able to deliver comprehensive generic training right across the board, without the normal barriers of cost and time. In addition to this, because the system has been developed by educational experts to a national standard, the standard of the teaching and the expected learning outcomes are second to none."

Interested potential learners and potential customers can find out more information and try 'taster' sessions of Customer Connection Cycle (and other training solutions) via: http://www.abilitycounts.net.

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In a separate development Wolverhaption College is reporting big demand for call centre craining.

Staff at Wolverhampton College are working flat out to cope with the demand for courses in call centre training. They have been inundated with inquiries from people who want to take advantage of a four-week fast-track course with "child friendly" hours that fit in with the school day.

Tutor Anne Partridge said: "We are the only college in the West Midlands to provide this type of training, and we have been overwhelmed by calls from as far afield as Walsall, West Bromwich and Stafford. Employers are telling us that there is a shortage of skilled call handlers in this region, but the response we have encountered proves there are plenty of people keen to fill those vacancies. All they need is the right training."

Courses are held in the college's newly equipped call centre and lead to a Certificate in Call Centre Techniques. More information about call centre training is available from Student Services on 01902 317513 or 01902 821800.