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Exams aim to raise standards in call centres

The Institute of Financial Services is offering a set of exams for staff in financial services contact centres.

The Contact Centre Professional qualification will ensure staff are trained in customer relations as well as industry-specific topics.

It consists of three modules – understanding the contact centre environment, understanding financial services from a customer perspective and personal development, including team management.

The exams can be taken at Prometric centres, which are commonly used for driving tests, using touch-screen technology. There are 150 centres around the country and candidates receive their results before they leave.

Students can study the modules in any order in their own time and set their own examination dates. The course is open to any member of staff.

The qualification can be integrated with other IFS courses such as CeMap and Cefa and is available from January.

IFA divisional project manager (retail and consumer education) Mark Roberts says: “The qualification has been developed in close consultation with existing customers. It leads to a variety of development pathways and provides a handy threshold of knowledge from which to move in to other areas.”


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