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News : Firstsource Offers Cardiff Staff the Chance to Study for a Business Degree
Cardiff, Wales, Sept 24, 2015 -- Contact centre business Firstsource is offering some of its 900 staff in Cardiff the chance to study for a degree.
The course will be delivered through a combination of an online curriculum provided by Ulster University Business School, together with classroom and internal training structures deployed by Firstsource Solutions.
The first students are enrolling on the degree course this month.
The course will be available to frontline management, including team leaders and mid-level managers, enabling them to become professionally certified in customer contact management.
Gavin Snell, president, customer management, Firstsource Solutions, said: "The customer contact management industry is now a vital engine of jobs and skills in the UK, especially among young people. It is therefore right that this sector gets the professional recognition it deserves.
"This partnership will give those employees who did not get the chance of higher education the opportunity to gain a degree, proving an attractive incentive for future employees of the company. It will also help further professionalise the contact centre industry and raise standards for our clients and, in turn, improve services for customers."
The BSc (Hons) in Customer Contact Management course reflects the changing nature of the customer contact management industry, which now requires a range of high level skills including data analytics, integrating IT platforms with customer management, recruitment, training, performance management of teams under pressure, building customer loyalty and identifying opportunities to match the profile of customers with sales opportunities.
The course also reflects the growing complexity of managing customer relations across an increasingly diverse range of communication channels, from more traditional routes like telephone and email, to mobile apps, webchat and social media.
At the same time, the course will equip students to deal with changing nature of client demands as a result of the pace of change in technology and customer behaviour.
Tim Moruzzi of Ulster University Business School and programme director, said: "The recognition by Firstsource of the appropriateness of the degree to their employees and the impact this will have both inside and outside the organization can only help in raising the profile of the programme as well as giving individuals in the industry some real recognition for their efforts."
A pool of senior leaders at Firstsource will, over time, be certified as recognised teachers under Ulster University to impart training.
Employees at Firstsource’s operational centres worldwide will be able to take the course, in addition to those employees based in the UK in Belfast, Derry, Cardiff and Middlesbrough. Up to 380 employees worldwide will be eligible to apply for the degree for the 2015/16 academic year.
Posted by Veronica Silva Cusi, news correspondent
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About Firstsource Solutions:
Firstsource employs nearly 27,000 worldwide at 46 centers in the U.S., United Kingdom, India, the Philippines and Sri Lanka, serving more than 100 clients in the banking, insurance, health care, media and telecommunications industries, including 21 companies in the Fortune 500.
About Ulster University Business School:
The Ulster Business School is one of the largest business schools in Britain and Ireland and has worked with Northern Ireland's businesses for over 40 years.
Published: Tuesday, September 29, 2015