From education to employment

Newcastle Based Provider given glowing report by Sherlock

Contact Centre Professional Ltd which offers unemployed adults the opportunity to become experts at handling telephone enquiries in call centres is today celebrating its success after being awarded a grade 1 “outstanding” by the government’s Adult Learning Inspectorate (ALI).

Newcastle-based Contact Centre Professional (CCP) Ltd was awarded the highest grade 1 ““ achieved only by a handful of training organisations in the country ““ for its retailing, customer service and transportation programme. The Adult Learning Inspectorate also awarded Contact Centre Professional a grade 2 “good” for its approach to leadership and management.

Of the 11 learners on the retailing, customer service and transportation programme, three are following an eight-week full-time education programme and the remainder are following either a six-week short job-focused training programme or a 13-week longer occupational training programme. All learners are expected to successfully complete an initial five-week programme during which they receive tuition in employability skills and jobsearch.

Contact Centre Professional, established in the same month and year as the ALI ““ April 2001 ““ has training centres in Gateshead and Peterlee. It also acts as a consultancy for the Sector Skills Council.Richard Laws, who turns 55 at the end of this month, turned to CCP after being made redundant after over 20 years of working in manufacturing. On hearing of his job offer Richard wrote the following about his time at CCP:

“Just a few lines to say thank you for the way you have changed all of lives for the better. Thanks to your combined hard work and dedication we are now better and fuller individuals being more outgoing and self-assured of our capabilities.”

“Your combined professionalism and skills have shone through time after time. The world would be a far better place with more people like you in it”, added Richard.

Learner Denise Spedding, aged 39, said:

“After 20 years of being at home to bring up my family I decided that it was time for me to return to work. I went to the jobcentre and they put me in touch with CCP. It’s hard to put down everything I learned from the course. I do know that I am a more confident person and the lessons I have learned here have made a phenomenal difference to my life. I will be forever grateful for that.” Denise now works for ATEC, a local firm, as a customer service advisor.

Shona Harper, Director and Founder of CCP, said:

“Our programme is about giving people the skills and behaviours to get back into employment and most importantly to stay there and flourish in their chosen role and organisation. All of the team at CCP are rewarded each and every time an individual is successful and begins a new life for themselves. The external validation from ALI is really just the icing on the cake and very well deserved recognition for the entire team here.”

David Sherlock, Chief Inspector of Adult Learning, said:

“We make an independent assessment and are really pleased to report that learners at Contact Centre Professional Ltd are benefiting from the organisation’s high quality approach. When people improve their skills and achieve their qualifications they benefit their organisation, their communities and themselves.”

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