Venue

Workplace / Damar 2^nd Floor, 38 St. Petersgate, Stockport, SK1 1HD

Telephone  0161 480 8171

Duration

The duration of the programme varies according to individual job role and experience.  Average time on the programme 12 months.

Who will Benefit

Anybody who is already experienced in handling incoming and out going calls as well as telephone technique and customer service and wishes to gain more formal experience and a higher level qualification to help them optimise their job role.

Content

Optional Units (Point system used)

Contact centre systems and technology
Customer Care
Develop personal and organisational effectiveness
Direct selling and customer acquisition in Contact Centres
Health and safety in ICT and Contact Centres
Interpersonal and written communication
Performance management
Remote support for products or services
Staff resource planning for Contact Centres
Restricted option units – only 2 units allowed
Sector specific unit
Managing people and resources (import)
Managing quality (import)
Project management ( Level 4)
Supporting learning and development (import)
Use IT systems
Use IT to exchange information
General uses of IT
Use IT software
Internets and intranets
E-mail
Word processing software
Spreadsheets software
Databases software

Equal Opportunity

Damar is committed to the principle of equal opportunity in employment and training and intends that no job applicant, employee or trainee receives less favourable treatment on the grounds of race, colour, nationality, ethnic or national origin, religion, political beliefs, sex, sexual orientation or marital status.

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