BTEC Stage 4 has been created to recognise and develop managers within Contact Centres, and to continue to bring professionalism to the industry. The blended learning and facilitated workshop approach allows individuals to build upon their experiences and identify best practice to implement in the workplace. The programme provides the principles to:

• competently manage a team
• implement business processes and strategies
• have the skills to manage, build and develop excellent service practice
• inspire and develop a professional standard
• work as part of a team

It is envisaged that this stage will lead delegates onto further learning and development, including post graduate qualifications for Contact Centres:

• There are no pre-requisites for the programme
• The programme is run in association with a university
• Six work-based modules including: CRM, managing people, business performance, leadership, coaching, team building, service delivery and trends
• Six workshops to use experience in developing and implementing best practice