Introduction

We are keen to bring clarity into the contact centre training market through a widely recognised award.  This can be taken by various different routes and we aim to identify those individuals committed to a career in the profession. 

Our recognition award will be achieved by accumulating credit points which are:

Some other generic qualifications like VQs in call handling can also be used to accumulate credit points. Qualifications such as these need not be CCA-endorsed.

Though we do not directly endorse training providers, we endorse training courses at three levels, with a strict quality checking process at each level. Another distinctive feature is the post-approval quality checking and maintenance process which is in place for particular courses.

The three training levels are:

·          Recognised training:  offered by providers who have submitted their course content to us and have also supplied extra information, including references which support a positive view of training quality.  Recognised training courses are not subject to ongoing external review.  No new recognised courses added after 1 April 2004.

·          Approved training:  offered by providers who have submitted their course content to an external awarding body like Scottish Qualifications Authority and have also asked us to approve its suitability for the contact centre profession. In such cases, we have no control over the external quality review process but are satisfied that it will be robust.

·          CCA Accredited training:  courses which are designated by us, such as the Contact Centre Professional Certificate, where we have control of the quality checking process.

 
For further details contact Colin@cca.org.uk