CCA and Calcom Group form strategic accreditation and qualification alliance spearheaded with two programmes:
- The Team Leader Advanced Certificate in Contact Centre Leadership™
- The Contact Centre Manager Professional Certificate in Contact Centre Management and Strategy™
Fully aligned with the CCA Global Standard©, they support contact centre accreditation and provide world class recognised qualifications. They are a significant step forward for the industry in increasing professionalism and raising standards.
Never has it been so important to equip all team leaders and managers with the skills and capability to maximise customer experience, deliver outstanding operational performance and increase employee engagement. These qualifications from the CCA and Calcom will ensure that the first line team leader through to the strategists in your contact centres will make an even greater and immediate impact on your business. They will enable your organisation to:
- Build Career Pathways
- Provide a strong base talent management
- Attract and retain your leadership team
- Deliver robust training specifically for the contact centre
- Bring together learning and performance
The Team Leader Advanced Certificate in Contact Centre Leadership™
Student Level
- Team Leader
- Team Coach
- Supervisor
- Performance Coach
What will be achieved
- Improved real time management
- Increased understanding of role and its dynamics
- Greater customer satisfaction
- Coaching culture and style development
- Understanding of CCA global accreditation standard
- Highly motivated teams
- Individual capability significantly enhanced
The Contact Centre Manager Professional Certificate in Contact Centre Management and Strategy™
Student Level
- Head of Contact Centre
- Customer Service Manager
- Business Support Manager
- Team Supervisor
- Resourcing Manager
- Operations Manager
- Sales Manager
What will be achieved
- Building of Leadership Capability
- Improved effectiveness and impact
- Better return on Contact Centre investment
- Greater staff satisfaction, engagement and retention
- Higher customer satisfaction and loyalty
- Unified language, ethos and Contact Centre philosophy
- Reduction in learning curves, mistakes and pitfalls - enabling faster and greater performance outcomes
- Raised standards and professionalism
- Qualification in Contact Centre management
- Leading-edge Contact Centre applications and know-how
- Increased job satisfaction, motivation and strategic development
- Leadership development and impact
- Creation of a common way of working, understanding and communicating
- Unification of line, senior management and support teams - one Focus, one Language, one Team
- Greater team spirit, motivation and effectiveness
- Transformed Contact Centre performance
To find out more call Amanda Wiersma on 0845 230 8500 or email amazingpeople@calcomgroup.com.
"The CCA is pleased to announce the professional programmes in conjunction with Calcom Group. We firmly believe that raising standards and building a profession is vital in developing today's customer contact management teams."
Anne-Marie Forsyth
Chief Executive
Customer Contact Association
"Skilling and accrediting contact centre, customer service and sales team leaders and managers is a crucial stage in the development of our industry into a true profession - combining the expertise and experience of the CCA and Calcom provides a strong and leading edge platform to develop highly competent and capable leaders for the future through these world class qualifications."
Natalie Calvert
Founder and Managing Director
Calcom Group