Introducing BTEC Career Path

1. Introducing BTEC Career Path Managing & Facilitating the Programme Presented by David Allenstein, Best Practice Paul Quantrill, QPC

2. Proposed Outline For the Day: Session 1 • Introductions from all • Objective for the day

3. Session 2 • Overview of BTEC CP for Contact Centres and what they provide? • Why choose BTEC CP? • The Blended Learning Programme • Introduce the role of the ‘Programme Manager’ and ‘Facilitator’

4. Session 3 & 4 • Process Overview • Delivery Overview • The Learning Management System (demo) • On screen assessment (demo) • Administering the assessments

5. Objective of the day ‘To provide you with all the information and tools you require to deliver the BTEC CP for Contact Centres to your own employees using a consistent, quality assured methodology.’

6. Role of the Programme Manager/Facilitator To manage the whole BTEC CP and to ensure the overall success of the programme: • To ensure that learners are registered with Best Practice • To induct learners and provide userids, documentation etc • To arrange and facilitate ‘workshops’ • To monitor progress, review and support the learners • To ensure line managers are informed and support the programme • To schedule online tests and inform Best Practice • To arrange and invigilate tests and communicate results • To keep an open dialogue with Best Practice and keep us informed of progress, issues, problems • To ensure programme ‘administration’ is undertaken and to complete and return necessary paperwork etc

7. The Learning Modules • Individual modules introduce learners to a subject and provide supporting information. As they are reading the learner considers how the content relates to their organisation. The learner is then tasked with investigating the ideas and techniques in more detail . • Exercises give learners a chance to try out a few ideas, to see what works and what does not in their own situation. • Access via http://www.sentrelskills.com/site9 • Each learner will need their login code and password • Practical – access learning modules

8. Learning Management System (demo)

9. Delivery overview • All learners will be given an individual username and password once registered on a programme • Content can be printed via the LMS • All exercises can be saved on the LMS • Exercises can be printed from the LMS so they can bring to the workshops • Pre and post module assessments determine the candidates understanding of the material • Learners can track their own progress • Learners progress can be monitored by nominated individuals

10. Typical Timescales Stage 1 (Foundation) 2 - 3 months Stage 2 (Agent) 6 - 10 months Stage 3 (Team leader) 6 - 10 months Stage 4 (Manager) 9 - 12 months

11. Role of Workshop Facilitator To manage the whole BTEC CP workshop process, ensuring that time is allocated for topics, participants are involved and the group processes are dealt with effectively To guide and to assist - but is not there as a teacher

12. Typical Workshop Support Stage 1 (Foundation) 2 x full days Stage 2 (Agent) 10 x 2 hours Stage 3 (Team leader) 6 x 3 hours Stage 4 (Manager) 6 x half days

13. Role of Facilitator Role might include: • Discussing progress, learning points and how to apply them • Supporting the programme with practical exercises • Challenging points when the group has not done so • Commenting on the dynamics of the group and resolving conflicts • Acting as a link between the Group and the organisation and streamlining the learning resources

14. The workshops Identify workshop templates from support package

15. The Administrator System Monitoring Progress • Access via www.sentrelskills.com/site9 • Userid = Jumeirah • Password = administrator • Use this to monitor: • Learner progress • Exercises • Pre & post module assessments • + give vital feedback and encouragement!

16. Learning Management System (demo)

17. Assessment • Online multiple choice test • Arrange date and time with your facilitator • Stage 1 – 30 questions in 30 minutes • Stage 2 – 30 questions in 30 minutes • Stage 3 – 60 questions in 60 minutes • 70% pass mark • May be retaken if necessary

18. Administering Assessments • You need to inform Best Practice of test dates and learner names • Best Practice will create and send you ‘key codes’ for each learner • Tests must be taken under ‘supervised conditions’ • Access via https://btec.ostest.eu.com • Each learner must enter their key code to access the test • We can set up key codes for practice tests

19. On Screen Assessments (demo)

20. Invigilating the Tests • Check that the room and PCs are set-up and suitable • Need two invigilators • Check you have ‘key codes’ for each person • Give out key codes to each person • Pre-test briefing… • No talking/no eating or drinking/no support materials/no mobile phones • After test, complete ‘Invigilator’s Report’ and fax to Best Practice • Logon to access test results

21. Process Overview • Learners are registered with Best Practice using spreadsheet • Best Practice will provide userids for learners to access modules • Deliver an induction for learners • Deliver internal workshops and support the learners • Inform Best Practice of test dates and learner names • Best Practice will provide ‘key codes’ for learners • When all modules have been completed, on screen test undertaken using ExamManager • Best Practice will inform you of the marks, passes & fails • We will send new ‘key codes’ if anyone fails • Achievement of 70% pass mark gains BTEC certificate

22. Have we achieved our objective for the day? ‘To provide you with the information and tools you require to deliver the BTEC CP for Contact Centres to your own employees using a consistent, quality assured methodology.’

23. Support and Contacts • info@bestpractice.uk.com • +44 1923 225225 www.bestpractice.uk.com/jumeirah.html • Questions and discussion