Professional Accreditation for Contact Center Specialists

A new programme of professional accreditation is now available to recognise the skills and experience developed by specialist resource planners and analysts in contact centres.

Organised by the Professional Planning Forum, there are four accreditation levels agreed by a panel of industry peers which recognise fundamental skills through to the industry thought leaders.

Accreditation acknowledges a critical milestone in the development of the professionalism of this industry.

Paul Smedley, Executive Director of the Professional Planning Forum explains:

The contribution that planners make to improve the customer experience has spread beyond the contact centre into the back office, outbound operations and beyond. Accreditation recognises each stage of their professional career path and will reflect the broad range of roles and skills required by today's professionals.

Professional Accreditation is a cost effective way for an individual to join a professional community and have their commitment to their own professional development and to best practice as a whole recognised across the industry.

Attaining each level will be based on evidence of experience, learning and commitment to best practice, with applicants expected to commit at minimum 100 hours per year (8-9hours per month) to their continual professional development.

Now available at the personal level, further developments will be announced later in the year to offer accreditation at an organisational level and to offer advanced qualifications in partnership through a UK university.

Accreditation levels

Foundation member Professional Planning Forum Foundation Certificate graduate with evidence of continued commitment to learning and best practice or equivalent experience and knowledge.

Accredited member Specialist Certificate or post graduate certificate in resource planning or equivalent experience and knowledge, with evidence of continued commitment to learning and best practice. At this level, commitment to industry best practice is demonstrated by taking an active role in discussion groups, networking, hosting site visits and offering presentations.

Professional Member Advanced Certificate or post graduate diploma in resource planning or equivalent experience and knowledge, with evidence of continued commitment to learning and best practice.

At this level, commitment to industry best practice is demonstrated by invitations to be keynote speakers at industry events, including webinars, seminars and conferences and by writing or moderating discussions. 

Fellow Role model to the profession; by invitation only.

Info: Katherine Potter, Katherine.potter@planningforum.co.uk / www.planningforum.co.uk.
 

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