The Retention tool................Qualifi and UCLan BPO Diploma ppt

International Graduate Programme for BPO,

Contact Centres & Customer Management



Introduction and Overview



• Introduction

• What does the Graduate programme provide?

• Why choose this graduate programme?

• The Process

• Benefits of the Graduate programme

• How to apply

• Making contact and further information

Contents



• The Graduate programme for

BPO, customer management and contact

centres is a dynamic, relevant range of

work-based learning

programmes, designed to meet the specific

needs of employees and businesses in

industry.

Introduction



• This has been developed by Qualifi Ltd and

their global industry partners and

recognised and accredited by the leading

UK University UCLan.

Introduction



• The Graduate career path programme is

specifically for people in BPO, contact centre

and customer management sectors, with the

aim to support, recognise and reward the

value and professionalism of the people

within it.

Introduction



• The framework, which is highly innovative

and dynamic in design and delivery, has

been developed specifically for these sectors

and has had endorsement from industry

leaders all over the world as an effective way

to improve their retention and customer

service standards.

Introduction



• The Graduate programme provides a genuine

Career Path for contact centre professionals

which leads to a UK University degree and to

post graduate courses.

• The Graduate programme has a clearly

defined career path….

What does the Graduate programme provide?



• Award Level: An introduction to the

industry and agent training

• Certificate Level: Team Leader

(UCLan accredited 120 points)

• Diploma: Managers

(UCLan accredited 120 points)




• Unlike traditional vocational

qualifications, registration for these

programmes also provide industry

professionals with access to all learning

materials, learning support, an online

Learning Management System all available

with dedicated support.




• Each of the Stages contains a set of modules.

• Each module has exercises.

• All materials reflect the BPO, contact centre

and customer management sectors.




• All content and assessment is available online

through a proven assessment and learning

management system.

• This allows for access to appropriate learning

and support materials and consistency of

monitoring success and assessments.




• In all, the Graduate career path programme

looks to create professionalism by providing

genuine qualifications and relevant learning

to this sector form pre employment to

management status and beyond.





Award

Stage 1

Award

Stage 2

Certificate

Stage 3

Diploma

Stage 4

Post/Graduate

(University Links)

Team Leader

Management

Agent/Advisor

Induction or Pre employment

Candidate Career Development Plan



• This is a genuine career path from pre employment to a UK University Honours Degree

• All supporting material has been mapped to Company and National Occupational Standards

• The Graduate programme allows you to study at your own pace

Why choose this Graduate programme?



• Flexible, modular learning allows for timescales to be determined by company and candidate

• All programmes lead to genuine qualifications that are recognised externally

• Vocational programme that allows you to study whilst you continue to work

Why choose this Graduate programme?



1. All candidates will register through their

company or college

2. Candidates will be given a unique

learner number

3. The learner number allows access to the

learning platform

Process Overview



4. The learner, by accessing the LMS, works

through the modules and exercises

5. Any assignments required will be

submitted online

6. There is no timeline to complete

assignments

Process Overview



7. Successful completion and pass of each

module provides University credit recognition

8. Completion of all modules provides 240 credits

9. Learners can then access the final year of

University

Process Overview



10. Learners have option to study for final

part of Graduate programme in the UK

11. Learners can work in UK to supplement

the University fee

12. Learners will graduate with full UK

Honours Degree

Process Overview



• National / International recognition of

competence.....University qualifications

recognised

• Career Path programme.....offers a more

structured training programme and career

path from introduction to management.

Graduate Programme Benefits



• Credibility increased to support any future

work placement applications.....a portfolio

of qualifications recognises value and

understanding in the industry.

• University reference facilitates transfer

between roles and between call

centers......Career Path has standard training

and assessment so recognition applies.




• Career progression and financial

rewards.....progression through the

qualifications allow for promotion and

greater rewards.

• Value of their role and importance more

recognised......training signifies

investment and greater recognition to the

company.




• Motivated to excel through education and

action-based learning......Career Path

clearly identified so greater understanding of

progression realised.

• Commitment to the job and to the

employing organisation.....investment

through training shows value in individual

and the return is greater.




If you would like to apply for the Graduate

programme then please discuss with your

line manager or HR department as to the

next steps.

How to apply



If you require further information or would

like to make contact with the graduate

programme facilitators:

Making contact and further information

www.qualifi.net

http://www.qualifi.net

The Retention tool................Qualifi and UCLan BPO Diploma ppt

Education

Transcript of The Retention tool................Qualifi and UCLan BPO Diploma ppt