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InterCity Coachlines signs training deal

InterCity Coachlines signs with ETITO to train National Contact Centre Staff

New Zealand's largest motor coach network, the InterCity Group (ICG) has signed up with the Electro Technology Industry Training Organisation (ETITO), an industry training organisation, to train the Group's Customer Service Representatives (CSR's) to NZQA qualification standard. ETITO services the contact centre industry to assist employers train staff to NZQA industry standards.

When qualified, ICG's National Contact Centre Staff will gain a National Certificate in Call Centre Operations, Level 3. While the program is in place, InterCity Group will be a Registered Training Workplace effectively improving the Contact Centres effectiveness.

The New Zealand Qualifications Authority (NZQA) assures quality qualifications and coordinates national qualifications in New Zealand. NZQA is a Crown Entity. The Authority is appointed by the Minister of Education, and is accountable through the Minister to Parliament.

InterCity Group aims to both upskill staff while at the same time recognise their existing skills through their course qualifications. "We expect that ICG team members who participate and qualify through this program will confirm their existing skills, increase their on-the-job effectiveness and productivity, and gain a very viable, transferable qualification", said Christine Mudford, National Contact Centre Manager for the InterCity Group.

"The Registered Training Workplace status will also provide a structured framework for our training programmes, which will enhance our attractiveness to both existing and prospective employees", explained Mudford.

The program will initially be set up to train two ICG staff as assessors to the Level 3 qualification. When they are certified by ETITO/NZQA they will become the ICG workplace assessors and can start assessing the pilot group of four volunteer ICG CSR's.

Each qualification takes about 12 months to complete and candidate selection is currently underway. However ICG will focus on training during the winter, with few assessments being done over the coming high season.

The value of the qualification is between $8,500 and $10,000 after taking into account private training fees and lost salary.

ETITO advise that one third of New Zealand's Contact Centres are now involved in ETITO courses.


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