CfA

Scotland is now widely seen as a world leader in the contact centre sector. Some of the largest and most sophisticated call centres in Europe are located in Scotland; in addition to several multinational companies base their operations in Scotland.

Since 2005, no changes have been made to Contact Centre qualifications or Modern Apprenticeships in Scotland. However, the CFA are now paving the way for the delivery of high level Contact Centre skills to be delivered in the workplace. 

The CFA needs your help to inform the development of the Contact Centre Modern Apprenticeships to ensure that they reflect employer’s needs; are fit for purpose and offer up to date and relevant programmes.

To gather this feedback the CFA have produced a short Questionnaire which is available on the CFA website:

• Doc 1. CFA CC Modern Apprenticeship Questionnaire 2011

In addition two information sheets are available that might help you along the way.

These are:

• Doc 2. CFA Core Skills and Tasks Information Sheet
• Doc 3. CFA Draft CC SVQ Structures Lvls 1-4

Please save the questionnaire on your computer and on completion attach it and return to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

or

If you would prefer consultation by telephone please email your telephone number and we will call you to arrange a date and time.

To guarantee inclusion in your responses your questionnaire must arrive no later than Friday 11th November 2011.

The CFA values your opinions very highly and this questionnaire gives you the opportunity to influence the content of the Modern Apprenticeships