Garlands Call Centres – Looking For Potential

With 3,000 employees working across four North East contact centre locations, Garlands Call Centres decided to devote an entire section of its intranet to promoting the range of NVQ and apprenticeship qualifications available to staff.

Working with Intec Business Colleges, Garlands’ Management Development Trainer, Trevor Harris, has developed the site to ensure everyone is aware of the availability of NVQs and can complete an online form to take the first step in signing up for the programme.

Garlands, which counts household names such as Virgin Mobile and Vodafone amongst its customers, offers a range of NVQ qualifications to contact centre and administration staff, delivered by Intec in the workplace. The qualifications currently underway are in Customer Service, Business Administration, Learning and Development , Team Leading, IT and Management.

Intec delivers Apprenticeship programmes, National Vocational Qualifications and computer software training to companies and their employees throughout the country, working in partnership with Government funding bodies, principally the Learning & Skills Council.

“The NVQ programme adds value to people’s roles and they are able to train while doing their job,” explains Trevor. “The programme also helps if they have a desire to take on more responsibility. When we are looking for potential Team Managers, one of the things we look at is what action people have taken to develop themselves. An NVQ is a clear indication that someone has taken responsibility for their own progression.”

Leading by example, Trevor has completed an NVQ Level 4 in Learning and Development and in Co-ordination of Learning and Development Provision.

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