Learning Pathways
Getting from good to great
The Skills Organisation believes that skills development is vital in ensuring a workplace reaches its full potential.
Employers describe the need for employees to continually develop skills in the workplace - building on existing competencies. Part of this is identifying what these competencies are and matching the team to a learning pathway that complements the workplace.
There are currently three contact centre specific programmes available – these can be complemented with more general business, administration and management qualifications.
Contact Centre Operations
The National Certificate in Contact Centre Operations (Level 3) is great way to start your contact centre career.
Contact Centres - Senior CSR
The National Certificate in Contact Centres - Senior CSR (Level 3) is stepping stone qualification recognising a broad range of skills and responsibilities.
Contact Centres - Team Leader
The National Certificate in Contact Centres - Team Leader (Level 4) is for those working as, or training towards a team leader role.
Business Administration and Computing
The National Certificate in Business Administration and Computing (Level 3) suits people with a broad range of business administration knowledge and skills.
Business Administration (Certificate)
The National Certificate in Business Administration (Level 4) builds on the level 3 qualification recognising a higher level of experience.
Business Administration (Diploma)
The National Diploma in Business Administration (Level 5) covers a wide range of skills, including those outside business administration.
First Line Management (Level 3)
The National Certificate in Business (First Line Management) (Level 3) is a great way to start or complement other programmes.
First Line Management (Level 4)
The National Certificate in Business (First Line Management) (Level 4) is an opportunity for new managers or those without previous formal management training.
National Diploma in Business (Level 5)
For those who can demonstrate a range of business related competencies.
National Diploma in Business (Level 6)
A programme for those in or looking to move into a role involving management and leadership.