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Skills framework gives call centres a boost

first_imgE-skillsUK has developed a careers and skills framework for the call centre industry,designed to raise the level of training activity and improve the sector’simage. Formedfrom the merger of ITNTO and e-business NTO, e-skills UK has been approved tomove to the development stage to become a Sector Skills Council, with callcentres part of its remit. ItsCall2Contact business unit has worked with consultancy Accenture to find outfrom a wide cross-section of around 80 employers, professional bodies and stakeholderswhat the important skills issues are and to develop a strategic plan for futuresuccess. The resulting framework identifies sets of skills and knowledge andlinks them to job roles and career paths that contact centre staff – from newentrants to managers – can pursue.Theaim of the framework is to make UK contact centre professionals better skilledand motivated so they can deliver higher levels of service to customers andmake Britain a centre of excellence within the industry.Mappingskills against national occupational standards has enabled the prospective SSCto identify gaps in the national standards and qualifications framework. Itwill help check that existing training provision is fit for purpose andrelevant to employers.  E-skillsUK is keen to work with employers on implementing the framework and receivingfeedback on its use.Theframework has the backing of the Call Centre Association and the Call CentreManagers Association, together with many in-house and outsource groups. PaulineNewbury, UK HR project manager at outsourcing provider Sitel will beimplementing the framework across the company’s five sites, which employ 2,500people. It will bolt on to Sitel’s existing training processes and deliver anumber of benefits. Forfurther information contact Andrew Palmer at [email protected]; Tel:020 7963 8920; www.e-skills.comByElaine Essery Skills framework gives call centres a boostOn 1 Oct 2002 in Personnel Today Previous Article Next Article Related posts:No related photos. Comments are closed. last_img

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