Call centres have come under the cosh this week after the Health and Safety Executive (HSE) issued new guidelines to combat unacceptably stressful working conditions and a shortfall in appropriate training. But help could be at hand from a new initiative.
The government-supported e-skills NTO is to launch a programme entitled call2change aimed at improving call centre skills, boosting recruits and reducing staff turnover.
The group has been working with call and contact centre employers, along with a range of other stakeholders, according to Maddie Reed, call2change project manager for e-skills NTO.
"The HSE guidelines will form an integral part of meeting the strategic objectives that we have identified as part of our call2change programme," she said.
Reed added that the agenda would encourage excellence and best practice in call centres, increase the number of high quality new recruits into call centre careers and expand the range of employers and stakeholders working together to tackle these objectives.
The e-skills NTO will consult with the industry during January and produce a number of new measures, including the introduction of new qualifications.
There are around 5,000 call centres in the UK at present, employing almost two million people.
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