Education and Training

Accredited, tailored training to ensure a professional operation

Training programmes must enhance working behaviour and improve results. CCSI achieves these goals by matching the content of the Contact Centre Syllabus to the activities, products and customers that make up the core of your Contact Centre Business.

All courses integrate elements of formal classroom training with performance assessment in the workplace to ensure the lessons learned are being used in day-to-day operations.

When your staff completes a CCSI qualification course, you can therefore be sure your Contact Centre is run by capable, knowledgeable and motivated people intent on achieving results for your organisation and customers.

What's more, we accredit your own trainers to develop and award Contact Centre Syllabus qualifications.

The Contact Centre Syllabus: Professional Industry Qualifications

The Contact Centre Syllabus has been developed by CCSI in response to the industry need to achieve a much higher standard of Contact Centre staff training. The driving forces have been the need to reduce attrition, to improve individual motivation and commitment, and to enhance overall performance.

Courses are provided for all staff levels including Agents, Team Leaders, Supervisor, Managers and Trainers. The Foundation Programme is followed by Levels 1, 2, and 3 programmes.

Each course is made of modules which can be delivered as stand-alone units for organisations that do not wish to pursue accredited qualifications and structured career pathing for their staff.

Contact Centre Professional Syllabus