This article describes the partnership between 2Touch Acxiom, a UK outsourced contact center, and City of Sunderland College's Directorate of Business Solutions, to develop and deliver training based on National Vocational Qualifications (NVQs).
Examines what gave rise to the training “need” at 2Touch Acxiom, how the training partnership developed, the kinds of training devised and the ways in which it was delivered, as well as the results of the training for both 2Touch Acxiom and Business Solutions.
Reveals that, since 2003, 220 staff have been trained on 2Touch premises and at the Business Solutions North East Contact Centre Academy (CoVE). Between them, the employees gained more than 270 qualifications.
Reveals that the training has improved morale, given a sense of pride and improved quality and standards. Relationships have grown between learners, assessors and management.
Highlights the value of companies forming a close partnership with their training provider.
