Introducing BTEC Career Path Presented by David Allenstein, Best Practice Paul Quantrill, QPC Managing & Facilitating the Programme

Proposed Outline For the Day: Session 1 Introductions from all Objective for the day

Session 2 Overview of BTEC CP for Contact Centres and what they provide? Why choose BTEC CP? The Blended Learning Programme Introduce the role of the ‘Programme Manager’ and ‘Facilitator’

Session 3 & 4 Process Overview Delivery Overview The Learning Management System (demo) On screen assessment (demo) Administering the assessments

Who are Best Practice? Founded in 1997 Promote excellence in customer contact & service delivery Work with organisations in all sectors Dedicated consultants & trainers Core values: Quality, Professionalism & Innovation Working relationships with lead awarding bodies

Who are Qualifi? Qualifi work collaboratively, with leading awarding bodies, sector skills councils, training providers and employers to develop accredited training. Qualifi have created the BTEC Career Development Certificates for Contact Centres Qualifi role is to support Best Practice when required

Edexcel is the UK’s largest Awarding Body specialising in vocational and academic learning and is part of Pearson, the worlds leading education company Edexcel currently employs over 800 people and enjoys circa £100m turnover. Pearson £4.3 billion T/O pa, Financial Times, Penguin, DK, Pearson Education etc. Who are Edexcel and what is BTEC?

Edexcel’s awards are highly regarded as 2 million people study for their qualifications each year The BTEC brand is closely related to workforce training and development. Over 400,000 people from over 110 countries receive BTEC qualifications each year

What is BTEC Career Path? BTEC Career Path for Contact Centres is an innovative programme of learning developed jointly by Edexcel and Qualifi specifically for people in this sector BTEC Career Path provides Contact Centre agents, team leaders and managers with the skills and knowledge necessary to carry out their roles effectively.

Objective of the day ‘To provide you with all the information and tools you require to deliver the BTEC CP for Contact Centres to your own employees using a consistent, quality assured methodology.’

The 4 key stages… Stage 1 (pre-employment) Stage 3 (Supervisor / Team Leader) - Insight into the environment - Competent & professional team leader - Understand job requirements - Able to motivate & coach subordinates - 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) - Competently operate 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 as part of a team management - Demonstrate ‘Best Practice’ - Demonstrate excellence in time

Why Choose BTEC CP? BTEC CP is a genuine career path from pre employment to University recognised management stages All supporting material has been mapped to International Occupational Standards Flexible, modular learning allows for timescales to be determined by company and learner Training leading to qualifications can be delivered internally

Why Choose BTEC CP? Recognised International Qualifications Content mapped to National Qualification Frameworks Promotes professionalism in the industry Genuine Standard is realised as unique content is linked with framework (same training in Dubai to Durban and Manchester and Mumbai!)

The results? Employees… Gain in confidence and ability through professional development recognised through motivational awards. Employers … Gain a competitive advantage through a workforce consistently operating to internationally recognisable professional standards. Employers … Gain recognition and respect from employees through the provision of professional training and development.

The results? Customers… receive better service Company… are further acclaimed as quality solution provider setting the standard In essence all enjoy “Success through Qualifications”

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

17 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.

Role of the Programme Manager/Facilitator To ensure that learners are registered with Best Practice To induct learners and provide userids, documentation etc To arrange and facilitate ‘workshops’ To monitor progress, review and support the learners To ensure line managers are informed and support the programme To schedule online tests and inform Best Practice To arrange and invigilate tests and communicate results To keep an open dialogue with Best Practice and keep us informed of progress, issues, problems To ensure programme ‘administration’ is undertaken and to complete and return necessary paperwork etc To manage the whole BTEC CP and to ensure the overall success of the programme:

The Learning Modules Individual modules introduce learners to a subject and provide supporting information. As they are reading the learner considers how the content relates to their organisation. The learner is then tasked with investigating the ideas and techniques in more detail. Exercises give learners a chance to try out a few ideas, to see what works and what does not in their own situation. Access via Each learner will need their login code and password Practical – access learning modules

Learning Management System (demo)

The Blended Learning Programme Solutions are discussed at the workshop which allows for an exchange of ideas. Learners can go back and put into practice what they have learned. This means that they learn one third from the modules, one third from the exercises and one third from the Workshop.

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

How will learners be assessed? To gain awards they will be assessed by an on-screen test based on the knowledge gained on their programme. Most people understandably get quite anxious when assessments are mentioned and start to concentrate on this rather than the programme itself. Reassure them not to do this – there are no hidden traps.

Delivery overview All learners will be given an individual username and password once registered on a programme Content can be printed via the LMS All exercises can be saved on the LMS Exercises can be printed from the LMS so they can bring to the workshops Pre and post module assessments determine the candidates understanding of the material Learners can track their own progress Learners progress can be monitored by nominated individuals

25 Typical Timescales Stage 1 (Foundation) months Stage 2 (Agent) months Stage 3 (Team leader) months Stage 4 (Manager) months

Role of Workshop Facilitator To manage the whole BTEC CP workshop process, ensuring that time is allocated for topics, participants are involved and the group processes are dealt with effectively To guide and to assist - but is not there as a teacher

27 Typical Workshop Support Stage 1 (Foundation) 2 x full days Stage 2 (Agent) 4 x half days Stage 3 (Team leader) 4 x full days Stage 4 (Manager) 6 x half-days

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

Role of Facilitator Role might include: Discussing progress, learning points and how to apply them Supporting the programme with practical exercises Challenging points when the group has not done so Commenting on the dynamics of the group and resolving conflicts Acting as a link between the Group and the organisation and streamlining the learning resources

The workshops Identify workshop templates from support package

The Administrator System Access via Userid = Jumeirah Password = administrator Use this to monitor: Learner progress Exercises Pre & post module assessments + give vital feedback and encouragement! Monitoring Progress

Learning Management System (demo)

33 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

34 Administering Assessments You need to inform Best Practice of test dates and learner names Best Practice will create and send you ‘key codes’ for each learner Tests must be taken under ‘supervised conditions’ Access via Each learner must enter their key code to access the test We can set up key codes for practice tests

On Screen Assessments (demo)

Invigilating the Tests Check that the room and PCs are set-up and suitable Need two invigilators Check you have ‘key codes’ for each person Give out key codes to each person Pre-test briefing… No talking/no eating or drinking/no support materials/no mobile phones After test, complete ‘Invigilator’s Report’ and fax to Best Practice Logon to access test results

Process Overview Learners are registered with Best Practice using spreadsheet Best Practice will provide userids for learners to access modules Deliver an induction for learners Deliver internal workshops and support the learners Inform Best Practice of test dates and learner names Best Practice will provide ‘key codes’ for learners When all modules have been completed, on screen test undertaken using ExamManager Best Practice will inform you of the marks, passes & fails We will send new ‘key codes’ if anyone fails Achievement of 70% pass mark gains BTEC certificate

Have we achieved our objective for the day? ‘To provide you with the information and tools you require to deliver the BTEC CP for Contact Centres to your own employees using a consistent, quality assured methodology.’

Support and Contacts Questions and discussion