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| Q1. |
Why was this program initiated? |
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The contact centre business in a relatively new industry and it is an industry that is growing at an astonishing pace; currently many companies are employing various people with varying degree of educational levels. As a result of this, majority of the people leave this industry after a few months. This program was initiated so that companies will be able to reduce attrition rates. Once a person is a certified contact centre professional. They have already set their career path to be in a contact centre. |
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| Q2. |
Is this the first formal Contact Centre education in the world? |
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Yes. Many organizations have created short training programmes geared towards teaching certain aspects of the contact centre industry, but this is the first certified full fledged educational program for the contact centre. |
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| Q3. |
What is the growth of the contact centre industry locally or internationally and would this type of educational program have an impact on the educational bodies? |
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The contact centre industry is growing at a rapid rate globally. According to Frost & Sullivan, businesses are increasingly adopting hosted services to avoid complexities associated with a premise-based solution and to enhance capabilities. Frost & Sullivan estimates that the North American hosted IP telephony and VoIP access services market – which earned revenues of $372.6 million in 2005 -- will reach $14.6 billion by 2012.
Frost & Sullivan, 11-29-2006
With the type of figures presented there will be a need and more and more educational bodies would want to offer certified programmes in this industry.
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How would this program add value to an individual? |
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The growing industry provides employment opportunities, and since the requirement for better services are always required, employers would be looking for individuals with the qualifications provided by our Academy.
The academy provides world class education with the assurance of a getting a job or assisting in providing placements
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| Q5. |
How has the program made a difference in a student’s life? |
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Our recent batch of students have experienced a great change in regards to the working life as a result of having undergone our program, many of them were offered jobs instantaneously with high paying positions and a larger number were promoted within their organizations. |
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| Q6. |
When was the program started? |
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Our first program was initiated on the 17th October 2007. A class of 30 assistant managers underwent the Edexcel BTEC Level 4 Professional Certificate in Contact Centre Management. |
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| Q7. |
What is the duration to complete an advanced certificate, professional certificate, diploma or a foundation course? |
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Certification |
Duration to complete |
Advanced certificate in contact centre operations |
15 weeks |
Professional Certificate in contact centre management |
20 weeks |
Professional Diploma in contact centre management |
1 year |
Foundation Course in contact center management |
1 year |
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Does the Academy help students in career & job placements? |
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Yes, the educational program provided in world class and it is recognized worldwide as a Edexcel BTEC program, the academy will help students in career & job placements |
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Does the Academy have an online system for registration, learning or distant learning etc? |
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Yes, the Academy has an online learning management system, which can be accessed anywhere where there are broadband facilities. Students will be able to access study materials, lessons, assignments and carry out a full course on our e learning platform. Thus the advantage of this is that the student could be anywhere in the world and still graduate with a Edexcel Btec Certification. |
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