UK has developed a careers and skills framework for the call centre industry,
designed to raise the level of training activity and improve the sector’s
from the merger of ITNTO and e-business NTO, e-skills UK has been approved to
move to the development stage to become a Sector Skills Council, with call
centres part of its remit.
Call2Contact business unit has worked with consultancy Accenture to find out
from a wide cross-section of around 80 employers, professional bodies and stakeholders
what the important skills issues are and to develop a strategic plan for future
success. The resulting framework identifies sets of skills and knowledge and
links them to job roles and career paths that contact centre staff – from new
entrants to managers – can pursue.
aim of the framework is to make UK contact centre professionals better skilled
and motivated so they can deliver higher levels of service to customers and
make Britain a centre of excellence within the industry.
skills against national occupational standards has enabled the prospective SSC
to identify gaps in the national standards and qualifications framework. It
will help check that existing training provision is fit for purpose and
relevant to employers.
UK is keen to work with employers on implementing the framework and receiving
feedback on its use.
framework has the backing of the Call Centre Association and the Call Centre
Managers Association, together with many in-house and outsource groups. Pauline
Newbury, UK HR project manager at outsourcing provider Sitel will be
implementing the framework across the company’s five sites, which employ 2,500
people. It will bolt on to Sitel’s existing training processes and deliver a
number of benefits.