Resource pack launched to promote contact centre career opportunities

A new contact centre learning resource for school pupils in Sunderland – one of the first in the UK – has been created to highlight the work of the contact centre industry and to promote career opportunities within it.

Funded by Sunderland City Council, the insurer More Th>n and EDF Energy, the contact centre learning resource pack was launched at Thornhill School, Sunderland, this month for use in secondary schools across the city.

The innovative pack will give pupils an insight into the range of work that goes on in contact centres, and show that the industry can be a valuable career choice for young people.

Contact centres employ around 10,000 people in Sunderland and have provided a resilient source of employment throughout the ups and downs of the economic cycle. The sector also contributes over £170m a year to the local economy in salaries alone, making Sunderland one of the leading contact centre locations in the world.

The pack combines modules which teachers can deliver to pupils in a lesson format, a DVD and a booklet which will give a behind-the-scenes look at the role contact centres play and the work they do. Schoolchildren will also be able to use contact centre simulation equipment to get a feel for the role.

The initiative is supported and funded by Sunderland City Council’s business investment team alongside More Th>n and EDF Energy, both of which have major contact centre operations on the city’s Doxford Park. The packs have been developed by Thornhill School, which worked alongside its students to create a resource they felt was accessible and relevant.

The contact centre learning resource pack launch event at Thornhill School was attended by senior figures from partner organisations, who hailed the initiative as a valuable resource for young people and the contact centre industry alike.

Councillor Graeme Miller, cabinet member of Sunderland City Council, said: “The contact centre industry is massively important to Sunderland, as both a city and an economy, and we are committed to helping it grow and prosper in future years through encouraging more talented people to follow career paths within the sector.

“The contact centre learning resource packs offer an original, smart tool to help achieve that, and will show young people in our city how valuable a career choice it can be.”

Cheryl Reid from More Th>n said: “Our Sunderland contact centre is a massively important resource for our group, and we are proud to be able to recruit local people to work within it. We hope this new learning resource will encourage future generations to consider a career in insurance and, hopefully, with us.”

Kevin Gatens, head of customer services North East at EDF Energy, said: “We are very pleased to have been involved in the development of such a valuable resource for young people. We already work closely with schools across Sunderland through our staff Helping Hands volunteering programme and our links with Young Enterprise and the Education Business Partnership.

“The contact centre learning resource pack will provide young people with a great introduction to the contact centre industry. It shows all aspects of working within the industry and the different careers available.”

John Hallworth, headteacher at Thornhill School, said: “Working with our students, we have created a resource which will help young people across the city to consider their career options within an industry that is so valuable to Sunderland. We’re very pleased to have been able to develop the pack, and hope students across the city will find much benefit from it.”

Pictured above from left to right: Cheryl Reid, More Th>n; Councillor Graeme Miller, Sunderland City Council; Nicola Kelly, More Th>n; Emma Shearer, EDF; John Hallworth, head,Thornhill School; Sarah Bainbridge, More Th>n  and (front) Thornhill School pupils Louise Brown and Sam Winter with the contact centre learning resource pack DVDs.