An apprenticeship is a work-based learning programme which includes paid employment and the achievement of recognised industry qualifications. Students are employed by a company and work alongside experienced staff to gain skills on-the-job. In addition, they may need to attend training sessions at the Mode training centre on a regular basis throughout their apprenticeship.
Apprenticeships are available at intermediate or advanced level.
Benefits to students: paid employment; paid holidays; quality training; national, industry-recognised qualifications; job-specific skills; personal development.
Benefits to business: improved productivity; staff trained to relevant, industry-recognised qualifications; higher staff motivation and retention.
Call centre operations apprentices work in areas like sales, information retrieval or account management, operating phones and computer systems, listening and communicating, and problem solving. They usually work as part of a team in a fast-paced environment.
Employees of call centres have to be helpful, friendly and well informed. They spend most of their time making and answering calls, or responding to customers via emails or other computer networks. Apprentices work to develop an excellent phone manner and strong written communication skills.