International Graduate Programme for BPO,
Contact Centres & Customer Management
International Graduate Programme for BPO,
Contact Centres & Customer Management
Introduction and Overview
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• This has been developed by Qualifi Ltd and
their global industry partners and
recognised and accredited by the leading
UK University UCLan.
Introduction
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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?
International Graduate Programme for BPO,
Contact Centres & Customer Management
• Award Level: An introduction to the
industry and agent training
• Certificate Level: Team Leader
(UCLan accredited 120 points)
• Diploma: Managers
(UCLan accredited 120 points)
What does the Graduate programme provide?
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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.
What does the Graduate programme provide?
International Graduate Programme for BPO,
Contact Centres & Customer Management
• Each of the Stages contains a set of modules.
• Each module has exercises.
• All materials reflect the BPO, contact centre
and customer management sectors.
What does the Graduate programme provide?
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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.
What does the Graduate programme provide?
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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.
What does the Graduate programme provide?
International Graduate Programme for BPO,
Contact Centres & Customer Management
What does the Graduate programme provide?
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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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?
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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?
International Graduate Programme for BPO,
Contact Centres & Customer Management
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
International Graduate Programme for BPO,
Contact Centres & Customer Management
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
International Graduate Programme for BPO,
Contact Centres & Customer Management
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
International Graduate Programme for BPO,
Contact Centres & Customer Management
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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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.
Graduate Programme Benefits
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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.
Graduate Programme Benefits
International Graduate Programme for BPO,
Contact Centres & Customer Management
• 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.
Graduate Programme Benefits
International Graduate Programme for BPO,
Contact Centres & Customer Management
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
International Graduate Programme for BPO,
Contact Centres & Customer Management
If you require further information or would
like to make contact with the graduate
programme facilitators:
Making contact and further information
www.qualifi.net