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Calcom Group’s management development programme, The Peak Performance Programme, has received Call Centre Association (CCA) accreditation. Created specifically for both team leaders and contact centre managers, it is the most comprehensive programme available in the industry.

The Peak Performance Programme, used by major contact centre operations such as Royal Mail, National Express and Scottish Water, already offers a recognised qualification. This CCA accreditation means that participants will also receive credits towards the CCA’s industry qualification when it is launched.

The Peak Performance Programme can be used off-the-shelf or tailored to the individual organisation. It is delivered either intensively over a few months or over a longer period, with the timing and manner of delivery adapted to operational needs by combining distance learning with workshops, assignments and study groups.

The Peak Performance Programme, which took eighteen months to design, is the culmination of Calcom Group’s championing of professionalism in the contact centre industry. For the last ten years it has advocated the management of people as the route to sustained performance in contact centre operations and worked with many clients to deliver this goal.

Natalie Calvert, speaking at the launch last year, said “what the industry lacks is not managers, but leaders. The Peak Performance Programme combines the commercial and operational awareness with the leadership skills and maturity required to realise the potential of an operation. The PPP benefits both the organisation and the individual.”

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Notes to editors:

Calcom Group is a specialist consultancy and training organisation whose aim is to drive performance through people. It's approach is to combine inspired leadership with a strategic focus on customers and develop and nurture the innate talent of an organisation’s people. The company has built its reputation both from working with leading organisations and the expertise of its team of consultants, all of whom have senior management backgrounds in contact centres and customer service. Calcom Group's clients include Royal Bank of Scotland, ntl, Virgin One, LEGO and Scottish Water and Royal Mail.

For more information contact:-

Natalie Calvert

Calcom Group

Heston Court

Camp Road


SW19 4UW

Tel: 020 8944 9669


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