Apprenticeships for call centre staff

The contact centre staff at national training provider Intraining are undergoing an apprenticeship programme to better help their clients.

Twenty Intraining call centre staff in Sheffield have enrolled on an apprenticeship to improve their skills and enable them to offer comprehensive support to those inquiring about apprenticeships.

Maureen Matheau-Raven, contact centre manager, said: “Those working in call centres are often perceived as unskilled workers and nothing could be further from the truth.

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“It takes a great deal of competence to be able to handle the high volume and wide ranging queries we receive.

“Each team member speaks to many different people about apprenticeships everyday. For this reason we felt that it was important for them all to have a thorough understanding of what an apprenticeship actually entails through all stages of the process.”

Most of the team is working towards an intermediate apprenticeship in customer service, with Ms Matheau-Raven undertaking an advanced apprenticeship in management.

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