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Skills shortages hinders call centre growth in UK

first_imgTheeffectiveness and future growth of the UK’s call centre workforce is beingundermined by severe skills shortages and ongoing recruitment problems.Theskills issue has become so problematic that around 32 per cent of call centre stafflack the level of competence required to meet business objectives.Datagathered from more than 800 UK centres shows competitiveness is also sufferingbecause of a lack of staff, with 35 per cent reporting unfilled vacancies.Thedifficulties could be compounded further as the sector is expected to grow,with 43 per cent of call centre operations anticipating a need for more staffand 11 per cent complaining of recruitment difficulties.Theresearch, conducted by the e-skills UK Sector Skills Council for IT, telecomsand contact centres, shows the industry now employs more than 867,000 people,which equates to 3.1 per cent of the UK workforce.AndrewPalmer, sector lead for contact centres at e-skills UK, said employers shouldincrease training and development to make call centres more attractive toemployees.”Wemust focus on ensuring the workforce has the right skills, drive and motivationto deliver exceptional levels of customer service and to be competitive,”he added.Thestudy reveals that many HR departments in the sector are already committed tofurther training with 24 per cent planning to increase spending on staffdevelopment.E-SkillsUK has developed the Contact Centre and Career and Skill Framework to enablecontact centres to manage and develop their workforce’s skills.ByRoss Wighamwww.e-skills.comHRfactfileCallcentre workforce facts–51 per cent of staff are under 34 years of age, compared to the UK average of34 per cent–72 per cent work full-time–56 per cent are female–35 per cent of staff are based in the North of EnglandSource:e-skills UK Related posts:No related photos. Previous Article Next Article Comments are closed. Skills shortages hinders call centre growth in UKOn 3 Jun 2003 in Personnel Todaylast_img

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