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

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.

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