A Call Centre Management Training Programme is a once in a lifetime opportunity for any student wanting to further their career in this rapidly expanding industry. It is a chance to gain the skills, knowledge and professional training which will greatly improve your job prospects on your return to your home country.

Colleges and Call Centre Programmes vary enormously in the UK and you need to make sure that the one you choose is the right one for you. The People’s College has led the way in developing this specialized course and has run more than ten separate programmes with enormous success. Other colleges have followed and it is now possible to study call centre management across the Britain. The important thing is to choose a College that offers a quality, customer oriented, affordable education to get you where you want to go.

Studying in the UK will enable you to broaden your knowledge and understanding of other cultures which is so important in the Call Centre industry.

How will you study?
You will be encouraged to take responsibility for your own studies with extensive support from tutors and lecturers. You will work on projects with other students, spend time in college libraries and be assessed through practical demonstrations, as well as through essays and examinations. Your course will combine practical skills with a sound academic underpinning, all geared towards a successful call centre career. By encouraging an independent approach, education in the UK helps you to develop intellectual and problem solving skills for the global market.

The course is successful because the units are comprehensive and the students are involved in role play scenarios that mirror the role of a real call centre agent. You will gain confidence as you learn and on completion of the course will have the competency to be successful in any situation within the call centre industry.

What will you study?
The programme offers specialist training delivered within a dedicated call centre training suite allowing accurate work place simulation. The course also includes English language accent neutralisation. The programme is designed around the internationally accredited Institute of Leadership and Management (formerly NEBS) Level 3 Certificate in First Line Management. A six month paid work placement in a Call Centre is an integral element of the programme; there are assessed assignments on the placement. The whole 12 month course gives students the added opportunity to experience and develop a much higher level of cultural awareness of the UK, its people, culture and customs than is possible from training in their home countries.

During the college based components you will study for 20 hours per week and will:

• Undertake management training with a focus on the Call Centre industry for the Institute of Leadership and Management Level 3 Certificate in First Line Management
• Develop your knowledge and understanding of call handling organisations
• Develop your ability to work in a call handling context
• Develop your interpersonal skills to enable you to work effectively with both customers and colleagues
• Develop practical skills in using telecommunications and IT equipment
• Use up to date call centre equipment and technology
• Follow accent neutralisation training
• Receive an introduction to British culture
• Learn the techniques of telesales

What qualifications will I achieve?

• Institute of Leadership and Management Level 3 Certificate in First Line Management.
• NCFE Certificate in Call Handling Techniques

These qualifications are internationally recognised

What is expected from you?
Entry requirements for the courses vary with some colleges requiring call centre experience, some only accepting graduates and all will require an excellent level of English. Check carefully that you meet those requirements before applying for the course. Only students who have thought seriously about their future, what interests them, what they are good at and what job they would eventually like to secure will be accepted.

Think about how you will fund your study. Studying in the UK is a major investment of both your time and money and you need to make sure that you are able to meet those costs.

Finally. . .
Wherever you choose to study, the programme will offer you the chance to gain continual professional development as well as certification that will recognise your expertise and achievement. Your experience will enhance your management career prospects and increase your marketability within the call centre industry.

Author:
Lucy Clark, International Team Leader, The Peoples College Nottingham