Sunderland, 19.06.07: 2Touch, the UK's leading customer experience
service provider is one of five companies to participate in the first
ever Contact Centre Diploma which has been developed entirely in
response to the needs of contact centre employers and employees. MORE
TH>N, Northern Rock, Parkdean Holidays and RWE npower will also
participate. The Diploma is to be launched in the North East of England,
where there is already a high concentration of successful contact centre
operations. Structured to align with an individual's development and
progression aspirations, the Diploma focuses on a range of roles from
Buddy to Operations Manager.
Jointly funded by the Learning Skills Council (LSC) and the European
Social Fund, the Diploma is to be delivered in collaboration with the
City of Sunderland College's North East Contact Centre Academy and the
College's partner, Contact Centre Professional Limited. The new
programme will incorporate an NVQ, as well as providing candidates with
key skills and a certificate relating to theory that is relevant to
their job role. The key benefit of the Diploma is that it will provide
candidates with the necessary support to progress into roles they aspire
to, as well as assessing a candidate's ability to perform in their
current role.
Combining workplace assessment, individual tuition and classroom
learning, the Diploma programme caters for the following eleven
categories: Aspiring Operations Manager; Team Manager; Aspiring Trainer;
Trainer; Coach; Resource Analyst; Aspiring Team Manager; Buddy; Sales
Advisor; Customer Service Advisor and Correspondence. To become a fully
effective team manager will take a candidate a year involving 76
classroom hours - which equates to ten days training spread over the
twelve months. Competition for places has been fierce, but 2Touch has
secured 32 of the 100 places allocated with candidates in all eleven
categories.
Stuart Gray, Managing Director at 2Touch explains: "The Contact Centre
Diploma represents our continued commitment to the development of our
people. Our NVQ programme which is delivered in partnership with the
North East Contact Centre Academy and will run alongside the Diploma is
now in its fourth year. There is an extremely positive attitude and
continued support from within the business with increasing numbers of
associates wanting to get involved. We believe that the Diploma has
huge potential and will become an integral part of the contact centre
industry moving forward which will ultimately ensure that the customers
experience the high quality of service they deserve."
Ends
Notes to Editors
About 2Touch
2Touch provides a comprehensive customer experience service. This means
that it delivers brand interaction programmes which accelerate consumer
acquisition and enhance brand loyalty. 2Touch champions the brand to
deliver improved ROI and business profitability.
Providing integrated contact centre, fulfilment, response handling and
data management services, 2Touch represent Clients from a variety of
market sectors including automotive, charity, financial services, FMCG,
retail, travel & tourism and telecommunications.
Adoption of award-winning people development programmes, innovative
training courses and regular satisfaction surveys ensure high quality
service on behalf of Clients. DMA members and both ISO9001:2000 and QMP
accredited, 2Touch are part of the highly successful data services
provider, Acxiom Corporation.
Further details about 2Touch can be found at
www.2touch.co.uk and
Acxiom at
www.acxiom.co.uk
For more information please contact:
Liz Churchman at Emmett & Smith on 020 7819 4800 or via email
liz.churchman@emmettandsmith.com
For jobs in call centres, click
here
