Call centre initiative aims to boost competency and cut staff turnover

A UK call centre is hoping that a new skills-based pilot scheme designed to
improve competency will cut staff turnover by more than 20 per cent.

Contact 24 will be the first company to implement the framework –
Call2Contact – which has been designed by e-skills, the employer-led body set
up to improve call centre skills.

The programme has identified a range of competencies required for call
centre roles and linked them to training to help staff develop a career path.

Helene Thomas, organisation development director at Contact 24, said the
scheme would help change the perception of call centre work as ‘dead-end jobs’.
"We are launching a credible training and development programme that helps
our employees recognise their job as a worthwhile career," she said.

"It’s about identifying competencies and helping people get to the
right level in the business."

The pilot scheme enables HR to see what skills each member of staff should
have and enables employees to know what training they need to move up the

Thomas hopes it will deal with staff turnover problems in the sector and is
confident she can cut attrition from 46 per cent to around 25 per cent.

The firm, which employs 1,000 staff, is rolling out the programme in April
and will use the training to provide staff with NVQ certificates.

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