In 1986 the Government established the National Council for Vocational Qualifications to set up a comprehensive framework of vocational qualifications covering all occupations and industries and in 1988, the year that Bruce Willis first blazed across the silver screen in the original Die Hard, the first level 2 award was made.

The whole proposition of NVQ's is centred on one feature that distinguishes it apart from other qualifications. That feature is that it requires employers to be at the centre of their creation, implementation and ongoing development. This is still true today.

So what's in it for me?

So rich and varied are the features and benefits of the NVQ program that it is necessary to break them down into categories

Company-wide Never was there a better opportunity to support and supplement an organisation's culture of quality, continual improvement (no its not continuous anymore!) and investment in the development of its employees. The holy trinity of kite marks can seem overwhelming to maintain, but in actual fact they are easier to manage as a collective (a bit like The Borg in Star Trek). They act as catalysts for each other and cross reference easily. The basic formula for success could be described as, NVQ ----- = IIP ISO

The Contact Centre

Our industry is often misquoted as 'having no chance for progression', and I know that even as you read these words, your bile will be rising. There is, as they say, no smoke without fire! I would challenge any of us to deny that the structure of call centres leans toward being 'flat', and therefore, we must all face the fact that not every talented agent will reach the dizzy heights of management in our organisations, no matter how much we want them to.

This scenario, as much as any other, has a significant effect on attrition and shelf life, and is as significantly challenging to tackle. One of the most effective remedies is, of course, to take a professional commitment to an individual's development, and one the most tried and tested tools to achieve this is the NVQ programme.

Without any question NVQs can boldly provide a progression and career structure where none have gone before… With careful administration, a progression through NVQ qualifications can be just as educational and rewarding as working your way up through the ranks - and often runs concurrently with or promotes the same!

The Individual

Everyone, whether they realise it or not, invests in their employer. They invest their time, energy, skills and their personality. Human beings generally need this to be recognised in order to go on giving these valuable commodities.

Being a member of the Call Centre Management Association (UK) Ltd, this is not an unfamiliar philosophy, after all the Association is founded on that very principle. The Board Of Directors invest their considerable interests in ensuring that the industry's management, and the industry itself, is recognised by the business world and the general public as being at the cutting edge of cultivating champions of energy, skills and achievement through teamwork.

This principle should run from the top to the bottom of any organisation, and guess what? Yep! NVQ's give everyone in the structure the opportunity to reward and be rewarded on an individual basis.

People intrinsically need an indication of their self worth and an understanding of where they fit into the framework and official acknowledgement when they have achieved a given level of accomplishment. Given this indication (in the form of an NVQ certificate perhaps?), staff will be more enthusiastic, more committed and more productive. They are also happier knowing they have attained a given value, and happy is what really makes the difference between a performance and high level of performance, with of course the ultimate objective being; everyone at every level being happy as a pig in a truffle field (well what did you think I was going to say?)

NVQ'S Currently available in our industry

The CCMA has recently commissioned and independent educational Opportunities Report on behalf of its members. The report contains an up to date and pretty comprehensive listing of all call/contact centre qualifications currently available across the industry from NVQ level 1 to MSc. Whilst a large number of different NVQ's are applicable to call centres in varying degrees, some of the directly industry related schemes currently available are;

• Level 2 & Level 3 Telesales

• Level 2 & Level Customer Services

• Level 2 & Level 3 Call Handling Operations

• Level 2 & Level 3 Business Administration

• Level 2 & Level 3 Supervising Call Handling Operations

• Level 3 Managing Call Handling

• Level 4 D32/D33 Assessors course

Learners under 25 also have the opportunity to enhance their NVQ with recognition of key skills currently being those of; IT, application of number, communication, working with others and improving own learning performance. This certificated level of skill is an excellent way of supplementing any existing qualifications in a way, which is readily understood by employers. Funding available to implement NVQ's

It is no secret that full funding is available for learners under the age of 25 from The Learning Skills Council.

Over 25 learners do represent a cost to the employer of in excess of £400 for each pass; however, local deals can be negotiated (IE 1 pass in 5 is free of charge, or the first 20 passes at only £50 each). In addition, companies like TTC Training may be able to either secure funding for additional training sessions (IE basic telephone techniques) or will roll them into the overall service provided, in either case presenting no direct cost to the employer.

If you would like more details on who in your area can provide, or assist you with, funding for an NVQ program please feel free to contact the CCMA and a member of the team will be on hand with information and support.

Summary

Add additional pulling power to recruitment campaigns Provide an entry level career and development structure Genuine feeling of self worth on an individual and group level Extend the shelf life of staff and promote organic growth Employer demonstrates a defined commitment to the development of the individual Support the organisations culture in a contemporary manner Help to cement one of the few truly recognised industry benchmark qualifications currently available Recognised distinction from other organisations in the market place Increased credibility as an employer and a business An automatic framework against which success in all these areas can be measured So, in conclusion then NVQ - DEFINITELY HIDDEN TREASURE, Or put another way, 'DON'T POOH-POOH IT - NVQ IT!'

Additional Information

www.ccma.org.uk - marcus.quilter@ntlworld.com