New initiative welcomes the unemployed to the contact centre industry

Reducing unemployment. Filling skills gaps. Saving on benefit expenditure. It sounds like a political agenda – but it’s the purpose of a programme designed to welcome new recruits to the contact centre industry.

A new initiative delivered by Pearson in Practice, the Contact Centre Skills Pathway helps those close to entering or re-entering the workplace to improve their employability over a four-week period. Learners working at Entry Level Three in English and Maths gain an understanding of the wide range of opportunities within the industry, from helping a specific age group to advising people using Council services.

The company has developed the programme with ICM (Global) Ltd, whose industry-experienced professionals teach learners valuable skills, giving them the ability and confidence to handle enquiries, resolve issues and spot sales opportunities.

Jason Goodyear, founder at ICM, said: “What the ICM and Pearson in Practice have created is a programme that tackles the real industry issues common to, and affecting all, organisations within it. It is concerned with raising standards and working towards developing this sector into a valued profession.”

Training takes place throughout the UK, depending on business location and needs, while delivery is fully funded through the Skills Funding Agency’s Adult Skills Budget.  The programme is primarily aimed at adults aged over 19 who have been unemployed for a period of six months or more – although it can be accessed by those unemployed for less than six months at the discretion of Jobcentre Plus. The training is designed so that learners continue to receive benefits until they start work – eliminating any risk of them losing income.

One company benefiting is back-office support provider, Aegis. Manchester resident Gavin Richardson, 40, who joined the company in August 2012 as a customer service advisor, said: “Ever since I heard the interviewer was impressed with me, things have gone from strength to strength. Not only did the programme improve my confidence, it ended the misery I felt being unemployed. The effect which the programme has had on my life has been monumental, both professionally and socially.”