ETITO Contact Centre Newsletter

March 2011

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Each year ETITO provides industry with an outlook on key activities for the coming year.  In its Annual Industry Statement ETITO shares plans to address sector priorities, foster high levels of training achievement, and provide the support services needed by firms and wider industry to achieve success.

Activities may need to be adapted during the year to take into account emerging priorities and the operational environment.

Below are the contact centre industry priorities ETITO will be working on this year.


Developing skill levels and qualifications

Completions of the reviews of the following qualifications:

  • National Certificate in Contact Centre Operations [Level 3]
  • National Diploma in Contact Centre Management [Level 5].


Delivering industry training to support achievement

Following the reviews of these national qualifications, ETITO will revise the training packages required.

ETITO will also continue to:

  • Provide assessment material, assessment moderation, assessor training support and the support and expertise of training services staff to the contact centre sector.
  • Promote the Business Administration and Computing and First Line Management qualifications.


Providing leadership on skills and training needs

ETITO will:

  • Continue to work with the Contact Centre Advisory Group and comprehensively consult with the industry in relation to standards and qualification review.
  • Maintain regular communication with industry.


To see the full details of the Contact Centre Annual Industry Statement click here