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 read more


USS Lewis B. Puller embarks first AMCM in Middle East

first_img View post tag: USS Lewis B. Puller Share this article Photo: An MH-53E Sea Dragon prepares to land on expeditionary mobile base platform ship USS Lewis B. Puller (ESB 3). Photo: US Navy View post tag: US Navy View post tag: MCM The US Navy’s expeditionary sea-base platform ship USS Lewis B. Puller (ESB 3) has embarked an MH-53E Sea Dragon helicopter assigned to the “Blackhawks” of Helicopter Mine Countermeasures Squadron (HM) 15 for the first time in the US 5th Fleet area of operations.The training, which concluded November 7, focused on improving airborne mine countermeasures (AMCM) capability and interoperability in the US Central Command area of responsibility (AOR).Lewis B. Puller is capable of supporting a wide variety of missions including crisis response, counter-piracy operations, maritime security operations and humanitarian aid/disaster relief. By embarking HM 15, Lewis B. Puller will add the airborne MCM mission to its expanding repertoire.US 5th Fleet’s Task Force 52 Deputy Commander, Capt. Andy Lamb of the United Kingdom’s Royal Navy, visited the Puller to observe the training.“Ensuring maritime access for the free flow of trade is what mine countermeasures is about,” said Lamb. “The integration of HM-15 with Puller is a key component of this and demonstrates first-class versatility and readiness.”The airborne aspect of mine countermeasures is one of the three areas that support the MCM triad. In addition to shipboard and expeditionary MCM, airborne MCM helps ensure stability and security in the region’s three critical chokepoints. Reoccurring training opportunities ensure that Task Force 52 is prepared to handle any potential threats to the free flow of commerce.Lewis B. Puller was commissioned as a warship after previously being classified as a “USNS” ship in August 2017. Redesignating the ship as a commissioned warship allows the navy greater operational flexibility and provide critical support to TF 51/5’s joint forces at sea, from the sea and ashore to meet potential threats in the 5th Fleet area of operations.US 5th Fleet area of operations encompasses about 2.5 million square miles of water area and includes the Arabian Gulf, Gulf of Oman, Red Sea and parts of the Indian Ocean. The expanse is comprised of 20 countries and includes three critical choke points at the Strait of Hormuz, the Suez Canal and the Strait of Bab al Mandeb at the southern tip of Yemen. View post tag: MH-53Elast_img read more