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Based on a recent proposal rolled-out by industry association BPeSA, a profile of respondents encompassing companies, staffing-solutions agencies and training stake-holders show that a once prevailing demand for experienced call centre consultants is fast in decline.

The call centre industry is one of a few to have enjoyed consistent growth in job-creation when most industries saw a dwindling demand in the wake of the recession – its placements were doubled in the 100 000 positions filled during a five year run-up to the global economic downturn.

This article highlights three pivotal points raised by the survey:

    1. Finding good consultants is no longer a challenge as it used to be
      What the survey reports is that in recent years, many contact centre managers have resorted to grooming their own talent as opposed to poaching experienced staff in a market that’s prone to moving for slightly higher hourly-rates at a more frequent pace. This has had the effect of minimising attrition and has at once seen more motivated, cost-effective and dedicated entry-level staff preferring to put down their roots and grow with their employers enter the workplace.

 

  • SETA and Monyetla learnerships are proving to be viable and valuable alternatives
    Such programs which have grown in popularity and preference with many companies (out of the 57% participating, 80% have reported positive feedback). These learnerships are not only introducing the numbers needed for the industry to grow, but candidates who are meeting the same levels of productivity as seasoned, better-salaried consultants within a three month period on average…at a fraction of their pay.

 

 

  • Generous training grants are accelerating the professionalism of learnership staff
    In addition to learners entering companies hosting them at low cost, government and affiliate organisations have also seen to it that these learners get up-skilled and developed on a regular basis so as to give them a competitive edge against their more experienced counterpart. This has encouraged them to remain in the industry and build rewarding careers for themselves. It’s not just the industry, respective companies, or learners that are benefiting but countless customers who are in call centre queues for shorter periods and are being satisfied more regularly than was previously the case.