Training and Educators Academy for Contact Centres (TEACC)

The TEACC project will launch four Academies across Europe aimed at upskilling the Trainers and Coaches who are crucial in developing the next generation of highly skilled workers in call and contact centres. The project aims to support participants in training and further training activities in the acquisition and the use of knowledge, skills and qualifications to facilitate personal development. TЕACC also concerns the improvements in quality and innovation in vocational education and training systems, institutions and practices, and seeks to enhance the attractiveness of vocational education and training and mobility for employers and individuals and to facilitate the mobility of working trainees

The project "Training and Educators Academy for Contact Centres" is funded by the European Commission under the programme "Leonardo da Vinci". The project will be completed in August 2010.

All of the partners are institutions or organization working in the field of training within formal (school, university and adult education establishments) and non formal sector.

The partners are:


CallNorthWest - Lancashire Business School, (United Kingdom)
CallNorthWest was established in 2001 as a centre specializing in call and contact centres within Lancashire Business School, a Faculty of the University of Central
Lancashire. CallNorthWest was originally funded by the Northwest Regional Development Agency to provide support for 602 Call and Contact Centres. The
Centre provides networking events, research and market intelligence, and training and education. The University has validated Foundation Degrees and Postgraduate qualifications in Contact Centre Management.

Kaunas University of Technology, with its eleven faculties, a Division in Panevežys, high school (gymnasium), and numerous research centres, is the second largest university in Lithuania. About 80% of Lithuania’s industrial engineers have graduated from KTU. The University staff consists of approximately 1.000 academic staff, including 145 professors and 441 associated professors. There are about 17.700 students, in addition to 500 doctoral students. Among the goals of the University’s development strategy are the internationalization of academic life through the facilitation and enlargement of cooperation with both national and international academic, scientific, and economic structures. In the region, the University has identified Contact Centres that can participate.

University of Sheffield, Mushroom Lane, (United Kingdom)
Sheffield University is a large University in the UK with a full spectrum of academic programmes. The Department of Work Psychology has undertaken a lot of
international research in call and contact centres. Indeed the Department is the lead organization in the producing of the Global Monitor on Call and Contact Centres where much of the statistical information in the bid is derived from. John Wilson is an expert in HR and Training and led the Leonardo CONTAKT programme on behalf of European partners.

Bulgarian Development Agency ( BDA)
The Bulgarian Development Agency (BDA) is a non-profit association undertaking activities for public benefit. BDA has been established in Sofia, Bulgaria. The association aims to contribute to the regional development issues, as well to promote the democratic and integration processes in the society.

ItCampus based at the University of Leipzig is a solution provider to the German call centre industry providing both ICT and People Development. They have access to clients in Germany, Italy, Slovakia and Romania.


The concrete objectives of the project are:

  • To improve the quality and to increase the volume of mobility throughout Europe of people involved in initial vocational education and training and in continuing training, so as to increase placements in enterprises to at least 80.000 per year by the end of the LLP
  • To improve the quality and to increase the volume of co-operation between institutions or organizations providing learning opportunities, enterprises, social partners and other relevant bodies throughout Europe
  • To facilitate the development of innovative practices in the field of vocational education and training other than at tertiary level, and their transfer, including from one participating country to others
  • To improve the transparency and recognition of qualifications and competences, including those acquired through non-formal and informal learning
  • To encourage the learning of modern foreign languages
  • To support the development of innovative ICT-based content, services, pedagogies and practice for lifelong learning.