Training
Rather than take on the time and expensive burden of in-house training, increasingly, contact centres are turning to professional organisations to deliver them job ready candidates. The Call Centre of Excellence (CCE) is at the forefront of this trend – with a unique approach to encompassing the needs of both employer and employee.
CCE can tailor our training services to meet the employers’ needs. Our services include:
If the candidates qualify under a government assistance funding program, the training and/or traineeships will be delivered at no cost to you.
The CCE program started in Newcastle, NSW, in January 2005 and is now offered Australia wide. It fills the skills gap for under-qualified workers who may lack experience but not enthusiasm. Whether our trainees are parents returning to work, mature age workers, redundant, indigenous or young jobseekers, CCE provides the necessary training to work in contact centres, customer service and/or sales positions.
Click here for details on our courses.
Our trainers draw on their extensive knowledge and expertise gained from working for contact centres and in their management. Thanks to this first hand experience, our trainers can teach the theoretical elements of the course as well as give practical examples of those theories. Students are able to tap into their trainers’ widespread knowledge while undertaking the practical elements of the course.
Candidates are sourced utilising Australian Government Funding Programme's, Job Networks and the wider community. They undertake an intensive 10 day training course to obtain a either a Certificate II in Customer Contact or part of the Certificate II as a precursor to a Traineeship in Certificate III or IV in Customer Contact. As well as giving participants part or all of a recognised qualification, our training programmes provide them with the skills and work experience necessary to ensure they are confident and competent in gaining and maintaining long-term employment.
More than 85% of our graduates secure positions in the contact centre/customer service industry. What’s more, they have proven positive retention outcomes and remain in positions for long periods – a very important characteristic in what is traditionally a transient industry. The result of low staff attrition reduced training and recruitment costs for employers.
Candidate Interviews
CCE offers employers the opportunity to be part of the selection process for candidates to participate in Pre-Employment Training and/or Traineeships. CCE works closely with the employer to ensure that the chosen trainees will suit the needs of the organisation and the company culture. The Employer has the option of being involved in as much or as little of this process as they choose.
Pre-Employment Training
CCE offers two Pre-Employment Training solutions:
- Certificate II in Customer Contact
- Certificate of Attainment in Customer Contact
Certificate II in Customer Contact
CCE provides employers with the option of training their candidates in the Certificate II in Customer Contact prior to the commencement of their employment contracts. Participants receive a Nationally Accredited qualification that gives them the skills and knowledge to perform Contact Centre, Customer Service and Sales Roles.
Click here for information on this course.
Certificate of Attainment in Customer Contact
This option is available to all clients however is recommended to only be used by employers who intend to place new employees into traineeships. Whilst participants do not receive a Nationally Recognised Qualification, they complete nationally accredited modules that are also required in the traineeship program and will receive Recognition of Prior Learning (RPL) for those modules completed.
This option gives employers the ability to select the modules they need focused on prior to the trainee starting their employment. CCE suggests that the Certificate of Attainment in Customer Contact should include:
- Contact Centre Overview, History, Roles and Responsibilities
- Communication and Customer Service Skills
- Conflict Resolution Skills
- Basic Computer Skills
- Assertiveness, Self Confidence and Self Esteem, and
- Goal Setting and reaching targets
We have found that these skills give participants the framework to become Excellent Customer Service Representatives in a short space of time.
Training Venue
CCE recommends that our training is held on our client’s premises to ensure candidates are immersed in the organisation’s culture and their premises, products and services can be utilised in training. This also gives the employer an opportunity to get to know the participants better and observe their learning, skills and teamwork.
CCE does however understand that training spaces/rooms can be limited and not always available. In this instance it is suggested that training is held close by to provide opportunities for participants to visit the centre.
Training Materials
As part of our service, all training materials, resources and aids are provided to the participants. Our Training Material is expressly designed to be flexible and provide the ability to be built upon to reflect the products and services of our client. Providing this service to our clients will aid in the quick integration of our participants into the roles they will be placed in.
Traineeships
CCE in now able to offer organisations an end to end service from Pre-Employment through to Traineeships in either the Certificate III or IV in Customer Contact. These traineeships are completed over their first year of employment and where possible assessments and training are provided on the job.
Traineeships are a flexible training method that includes a mixture of online learning, workshops and on the job coaching. Participants who have participated in Pre-Employment Training will receive RPL for those modules covered thus giving them more time to focus on the rest of the course.
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