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WELCOME

WHAT IS?. . . BPO@WORK. AIMS OF THE PROGRAM. To provide a competitive advantage to first time job seekers in the labor force with on-the-job applicable skillsTo provide a professional pathway for those at agent level or those with the industry experience or management skillsAn advantage to current industry employers'Provide skilled workforce for entry and management level Expansion/scaling to meet the critical shortage in a fast growing industryHR Retention StrategyAdvantage to the ec29833

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WELCOME

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    1. WELCOME BPO@WORK Scicom (MSC) Berhad

    2. WHAT IS?

    3. AIMS OF THE PROGRAM To provide a competitive advantage to first time job seekers in the labor force with on-the-job applicable skills To provide a professional pathway for those at agent level or those with the industry experience or management skills An advantage to current industry employers Provide skilled workforce for entry and management level Expansion/scaling to meet the critical shortage in a fast growing industry HR Retention Strategy Advantage to the economy Developing a growing industry for MNC investment and local standards improvement. Attract MNC s looking to expand within the region for Contact Center support/BPO industry Local companies looking to move up the value chain of knowledge-based services increase revenue per seat and overall growth in FDIs

    4. FORMAL CONTACT CENTRE EDUCATION

    5. GLOBAL ACADEMIC RECOGNITION

    6. EDEXCEL TOP LINE OUTPUT 2006 - 2007 Edexcel is the UKs largest awarding body and a part of Pearson plc, the worlds largest education services company In the UK, Edexcel works with more than 5,000 secondary schools, 450 further education colleges, 70 higher education institutions and more than 700 employers and training providers Edexcel offers a wide variety of both vocational and general qualifications, including: BTEC more than 500,000 students study BTECs each year, as a leading professional route into employment, further or higher education including GCE O and A Levels

    7. Top line statistics 1.9 million Edexcel qualifications gained (GCE, GCSE and GNVQ) in the UK Over 1,000 different exam papers produced (GCE, GCSE, IGCSE, GVQ) 8 million exam papers printed and despatched to schools and colleges 5.5 million scripts (completed exam papers) marked (up from 5.4m from 04/05) 3.8 million scripts marked onscreen via our ePen system (6% increase from 04/05) BTEC statistics 3.64 million BTEC and NVQ units achieved 339,031 BTEC and NVQ qualifications awarded 91,709 BTEC National qualifications awarded, equivalent to 228,396 GCE A-levels 74,949 BTEC Introductory and First qualifications awarded, equivalent to 274,536 GCSEs EDEXCEL TOP LINE OUTPUT 2006 - 2007

    8. EDEXCEL THE BOTTOM LINE

    9. IAPS BTEC LEVEL 3 ADVANCED CERTIFICATE IN CONTACT CENTRE OPERATIONS Principles of Contact Center Operations HR: Stress Management Principles of Contact Centre Customer Service Contact Centre Customer Communications Skills Contact Centre Business Communications Skills BTEC LEVEL 4 PROFESSIONAL CERTIFICATE IN CONTACT CENTRE MANAGEMENT Principles of Contact Center Management Contact Center HR Management Customer Service Quality Management Contact Center Team Management Contact Center Business Communications Skills

    10. IAPS BTEC LEVEL 5 HIGHER NATIONAL DIPLOMA IN CONTACT CENTRE MANAGEMENT Core: Principles of Contact Center Management Contact Centre Human Resources Management 1 TQM for Contact Centre Principles of Management Information Systems for Contact Centres Project Management Fundamentals for Contact Centres Contact Centre Services Management Six-Sigma Quality Management for Contact Centres

    11. IAPS BTEC LEVEL 5 HIGHER NATIONAL DIPLOMA IN CONTACT CENTRE MANAGEMENT Electives: Business Environment Organisation & Behaviour Business Strategy Research Project Facilities Operations Marketing Intelligence Business Psychology Contact Centre Human Resources Management 2

    12. THE PRIMARY AUDIENCE Demographics Entry Level to Managers from the Contact Centre Floor Between 23-35 years of age (Male & female) Between 2-7 years experience in contact centre work English Literate Psychographics Rather uncertain about their future in Contact Centre Management Hungry to climb up the professional ladder Wanting to contribute more to their trade Need to derive more out of their professional environment Need the security of being a certified professional

    13. MAPPING OF LEARNING METHODOLOGY

    14. CURRICULUM OF DEVELOPMENT

    15. THANK YOU End of BPO@WORK slides Scicom (MSC) Berhad

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