The UK Learning and Skills Council (Tyne and Wear) are currently sponsoring e-skills UK to develop a pre employment training course for contact centres sector which will subsequently be rolled out in partnership with Job Centre Plus. The rationale behind developing an employer led nationally recognised qualification is linked to recognition that the industry is evolving creating an increased requirement for specific skills and competencies, embedding basic skills within a vocational context, simplifying the recruitment process for employers, ensuring consistency in employability training, job outcomes from training which are sustainable and creating the first rung on the call centre career path for new recruits.
Although there are a number of good quality pre-employment training courses available to potential Contact Centre employees, they vary enormously in their content, duration and coverage of relevant material. This makes it difficult for recruitment managers to decide which courses best prepare candidates for employment in the industry, a spokesman said
We have been working in partnership with Contact Centre Professional Plc and Basic Skills Consultants to develop the qualification along with a suite of underpinning learning & training materials. Initial employer consultation events have now taken place and a consultation web site has been opened. During the next phase of the project, Job Centre Plus will arrange for a pilot delivery in the North East commencing in late April 2004 after which, the course will be further evaluated with the aim to create a qualification recognised on the National Qualifications Framework.
To find out more or to comment on the qualification, go to www.e-skills.com/PET4CC .