BTEC Stage 3 has been created to develop and grow the Contact Centre leaders of today and the future, and to continue to bring professionalism to the Contact Centre 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 lead a team
• improve and implement service levels
• have skills to coach, build and develop excellent team practice
• work to a common professional standard
• work as part of a team

It is envisaged that this stage will lead delegates onto further learning and development, including other customer service / contact centre qualifications or Stage 4 of the BTEC Career Path for Contact Centres:

• there are no pre-requisites for the programme
• nine work-based modules including: leadership, coaching, team building, managing people and communication
• four workshops to use experience in developing and implementing best practice