Scottish call centre training and development
Scotland is world-renowned for the quality of its education system and this extends to the first-rate vocational call centre training and development offered. As an established contact centre location, Scotland has a well-embedded training infrastructure developed by the public and private sector.
Call centre training provided by Scottish colleges
Most colleges in Scotland have particular strengths in developing flexible pre-employment courses and are well suited to providing call centre training. There are numerous courses available across the country and a broad range of bespoke courses have been developed by companies and colleges.
Some examples of courses offered include:
- Pre-recruitment training tailored to the particular level of expertise expected of potential call centre employees.
- Vocational qualifications in call handling working to nationally recognised standards, with candidates are assessed in areas of competence including:
- Generating sales leads.
- Offering products/services over the telephone.
- Undertaking research by telephone
Candidates are usually expected to complete the qualification within 12 months.
Customer Contact Association (CCA)
The Customer Contact Association, established in 1996, is the professional body for the industry in the UK. Headquartered in Glasgow, Scotland, the organisation is independent, has no commercial influences and is funded by member subscriptions.
The CCA endorses call centre training courses at three levels with a strict processes to check progress at each level. Post-approval quality checking and a maintenance process are in place for courses including:
- In-company training.
- Approved and recognised training.
- Accredited training.
Specialised short courses
A range of short courses, normally lasting one day but organised on a bespoke basis according to the requirements, can be arranged to cover subjects such as
- Customer service.
- Handling conflict.
- Telephone techniques.
- Assertiveness skills.
- Telephone/reception skills.
- Customer relationship management.
The length of the courses are flexible depending on the delivery method and the level of qualifications to be attained.
Contact SDI to find out more about all aspects contact centres in Scotland, including outsourced contact centre work.