New body called on to address sector’s skill needs

A new employer-led body has been set up to address the skills needs of the
call centre industry.

Call2Contact is the business unit of E-skills UK Ltd and will address
staffing, training and skills issues in the sector.

The body has launched a skills framework that identifies a comprehensive set
of contact centre competencies and links them to roles and career routes.

Andrew Palmer, project manager at Call2Contact, said: "Staff
recruitment, retention and progression are three of the biggest problems facing
the UK contact centre industry.

"If it is to remain competitive, the UK contact centre industry needs a
skilled, professional and motivated workforce capable of delivering business
excellence."

Sign up to our weekly round-up of HR news and guidance

Receive the Personnel Today Direct e-newsletter every Wednesday

Email(Required)

OptOut

From time to time, we will send you emails about selected products, events and services from Personnel Today and OHW+ - but you can choose to opt-out at any time. If you do not wish to receive these emails, please tick this box.

Email

This field is for validation purposes and should be left unchanged.

Δ

Helene Thomas, organisational development director at call centre company
Contact24, said the framework is needed to give staff a clear understanding of
how they can successfully progress their careers and also give them goals and
targets to strive for.

www.e-skills.com/call2contact