About CCP

Company Overview

Established in 2000, Contact Centre Professional has grown rapidly to become leading training providers, industry consultants and research analysts, primarily within the call & contact centre sector. CCP also deliver training and education to a broad range of client groups from 3 Centres of Excellence in the North East of England.

CCP are also the eSkills UK Sector Skills Council’s representatives and consultants for the North East of England providing advice and guidance on the eSkills UK Career and Skills Framework.

Purpose

To optimise operational performance and enhance the ‘Customer Experience’ for our clients through the development and delivery of ‘leading practice’ nationally recognised programmes for the Contact Centre industry.

Objectives

• To be recognised leaders in the development and delivery of industry valued qualification(s) and accreditations that can act as a benchmark in the market place in order to reduce costs of recruitment, increase staff retention and raise the levels of skill and competency within the sector
• To professionalise the roles of Contact Centre staff at all levels and help to break the image of the Contact Centre as ‘only for women’ or, low paid and skilled clerical work
• Providing a ‘way in’ to the industry for those not currently employed in Contact Centres – older workers, unemployed, blue collar, men through vocational and embedded Skills for Life training programmes
• By improving consistency in performance at all levels of an operation, global competitive advantage can be achieved leading to inward investment opportunities (currently UK just above the world wide average)

The Team

	Shona Harper Founder and Director	John Wilkes Consultant
	Mhari Breen Principal Tutor	Clare Gibb Tutor