1. Introducing BTEC Career Path Presented by David Allenstein Best Practice Training & Development Ltd

2. Introducing BTEC Career Path Presented by Mario D’Silva & David Allenstein Jumeirah & Best Practice

3. Content Introductions from all What is the BTEC Career Path? 4 Key Stages Programme overview How to access the learning materials Action Learning Workshops How you will be assessed Timescales Questions and answers

4. Who are Best Practice Training? Founded in 1997 in UK Leading provider of training and certification for customer service and contact centre sectors Work with major organisations in all sectors Dedicated consultants & trainers throughout the UK Working relationships with leading awarding bodies

5. Who are Edexcel and what is BTEC? Edexcel is the UK’s largest Awarding Body specialising in vocational and academic learning Edexcel currently employs over 800 people and enjoys circa £100m turnover Edexcel’s awards are highly regarded as 2 million people study for their qualifications each year BTEC is Edexcel’s brand for workforce training and development and qualifications. Over 400,000 people from over 110 countries receive BTEC qualifications each year.

6. What is BTEC Career Path? BTEC Career Path for Contact Centres is an innovative programme of learning developed jointly by Edexcel and Qualifi for people in the customer contact & customer management sectors. It provides Contact Centre agents, team leaders and managers with the skills and knowledge to carry out their roles more effectively. It provides you with the opportunity to achieve an externally accredited certification: BTEC Level 2 Award in Contact Centre Skills BTEC Level 3 Award in Contact Centre Supervisory Skills

7. The 4 key stages… Stage 1 (pre-employment) Stage 3 (Supervisor / Team Leader) - Insight into the environment - Competent and professional team leader - Understand job requirements - Able to motivate & coach - Identify & recognise aptitude - Set & maintain performance standards - Provide a foundation for progression - Write & implement new work practices - Manage change / time effectively Stage 2 (Agent ) Stage 4 (Manager) - Operate competently as an Agent - Competent & professional manager - Work to bespoke standards of employer - Manage, motivate, train & lead others - Have skills to handle all in / outbound calls - Commercially orientated - Work to a common professional standard - Technical understanding - Work effectively as part of a team - Demonstrate ‘Best Practice’ - Demonstrate excellence in time management - Negotiate - Set objectives

8. So how is BTEC CP delivered? ‘Through a ‘Blended Learning Programme’ Blended learning means we use different learning approaches to help achieve success

9. The Blended Learning Programme 1) E.learning Online learning modules introduce you to a subject and provide supporting information. 2) Exercises Exercises give you a chance to assess yourself and to focus on applying new ideas. 3) Workshops Onsite workshops to exchange ideas and discuss the application of new skills.

10. The Blended Learning Map Learn about best practices by reading the Subject material Apply Exercises to your workplace and your ambitions Use Exercises to test your knowledge of subject material Discuss relevance of material in Action Learning Workshops Apply best practice in workplace & measure improvements

11. An Introduction to BTEC Stage 2 ‘BTEC Stage 2 has been created to develop and reward the Contact Centre agents of today and the future ─ and to continue to bring professionalism to the Contact Centre industry.’ Ten Modules 1.First steps 2.The Contact Centre and You 3.What we all need to know about Regulations 4.Successful Call Handling 5.Balancing your Customers and your Organisation 6.Finding out your customers’ needs 7.If things get tricky 8.Putting it in Writing 9.Putting yourself in the customers’ shoes 10.Winning Teamwork

12. An Introduction to BTEC Stage 3 ‘BTEC Stage 3 has been created to develop and grow the Contact Centre leaders of today and the future, and to continue to bring professionalism to the Contact Centre industry.’ Ten Modules 1.Leadership 2.Coaching 3.Team Building 4.Communication 5.Planning and Organisation 6.Managing Change 7.Managing People 8.Performance Management 9.Contact centre technology 10.What we need to know about regulations

13. How to access the learning materials Access via http://www.sentrelskills.com/site9 You will be given an individual username and password Work through modules online or print the content via the LMS All exercises can be saved on the LMS Exercises can be printed from the LMS so you can bring to the workshops

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18. Workshop Focus Discuss the programme Apply learning to real work issues and problems Practical exercises + fun! Prepare for the assessment

19. Typical Workshop Support Stage 1 (Foundation) 2 x full days Stage 2 (Agent) 10 x 2 hours Stage 3 (Team Leader) 4 x full days Stage 4 (Manager) 6 x half days

20. Typical Workshop Support Stage 1 (Foundation) 2 x full days Stage 2 (Agent) 10 x 2 hours Stage 3 (Team Leader) 4 x 3 hours Stage 4 (Manager) 6 x half days

21. How will you be assessed? To gain the award you will be assessed by an on- screen test based on the knowledge gained from the programme. Do not panic – there are no hidden traps!

22. The Assessment Online multiple choice test Arrange date and time with your facilitator Stage 1 – 30 questions in 30 minutes Stage 2 – 30 questions in 30 minutes Stage 3 – 60 questions in 60 minutes 70% pass mark May be retaken if necessary Practice test is available beforehand

23. Typical Timescales Stage 1 (Foundation) 2 - 3 months Stage 2 (Agent) 6 - 10 months Stage 3 (Team Leader) 6 - 10 months Stage 4 (Manager) 9 - 12 months

24. When does the programme begin? It has begun! You will be handed an introduction module You are asked to consider the exercises prior to the learning material Access to the LMS and learning materials will be available shortly Your first workshop will be confirmed by your co-ordinator

25. Any questions?

26. Enjoy and Learn I hope you learn a great deal from the BTEC CP programme. I hope it will also be memorable and enjoyable. Thank You