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Newsletters

In the period December 2009 – January 2010 Bulgarian Development Agency introduced out of charge pilot course for both directions – Training for coaches and Training for Trainers, employed in call and contact centers. The course was attended by 50 people (25 participants for each of the directions), employed in operating in Bulgaria call and contact centers. The transfer of experience and knowledge between the participants and the trainers enabled the maximization of usefulness of the course for the participants and increased their satisfaction.

More information about the course and the project and the results obtained you may find in Newsletter No 1 (March 2010).

 

In order to obtain feedback from participants and to improve the quality of the provided trainings was conducted an assessment exploring the long-term influence of the courses of the trainee’s professional sphere. The obtained results were discussed on June 29, 2010 in Sofia during the partner meeting under the project “Trainers and Educators Academy for Call and Contact Centres”. All partners participated in the meeting, as the accent was put over discussions, connected with the future development of the project. The possibility for the creation of resource guide with information that might be useful for the operating in the country call and a contact centre was discussed. The source will contain information with references for forthcoming events, connected with the contact center industry over the world, as well as about the possibilities for personal development of the professionals, employed in those organizations.

More information about the evaluation of the conducted training programme and the accents of the partner meeting you may find in Newsletter No 2 (July 2010).

Resource Guide

Resource Guide for trainers and coachers can be found here [BG].

Case studies

Participants in the pilot presentation of the Trainings for trainers and coaches, employed in the call and contact centers shared with us how the skills and knowledge obtained during the training have affected their career. We have summarized their oppinions in the following case studies:

• Case study 1
• Case study 2
• Case study 3
• Case study 4
• Case study 5
• Case study 6