Customer contact centres have seen dramatic growth in the past decade. They are the marketing and customer service engines for today's businesses and industry. Manitoba's customer contact centres/communications providers recognize that the demand for customer contact centre services will continue to expand in the foreseeable future. They are also aware that sharing information and working together to ensure customer contact centres continue to have an educated, reliable labour force will benefit the industry and accelerate its growth.
At the heart of a sustainable labour pool is education and training. The MCCA has convened a Human Resources Co-ordinating Standing Committee of trainers and industry representatives.
The Committee will match knowledge and experience of trainers and customer contact centrestaff to define the qualifications, skills, and attitudes that make a successful customer contact centre employee. Career development opportunities will be defined and access to the necessary training will be identified using diverse distribution channels and multimedia technology for greater accessibility by all Manitobans.
High school, college, and university program opportunities exist for regular and continuing education programs to prepare people for work in the industry. Distance education and workplace training programs for existing employees will be enhanced.
The MCCA will continue to accredit and monitor training. Through the use of its Web site, Manitobans will be informed of job and training opportunities and be kept informed about the industry.
The customer contact centre industry is about communication. People interacting with people. The curriculum will develop these skills and their application to customer contact centre function.
Customer contact centres have seen dramatic growth in the past decade. They are the marketing and customer service engines for today's businesses and industry. Manitoba's customer contact centres/communications providers recognize that the demand for customer contact centre services will continue to expand in the foreseeable future. They are also aware that sharing information and working together to ensure customer contact centres continue to have an educated, reliable labour force will benefit the industry and accelerate its growth.
At the heart of a sustainable labour pool is education and training. The MCCA has convened a Human Resources Co-ordinating Standing Committee of trainers and industry representatives.
The Committee will match knowledge and experience of trainers and customer contact centrestaff to define the qualifications, skills, and attitudes that make a successful customer contact centre employee. Career development opportunities will be defined and access to the necessary training will be identified using diverse distribution channels and multimedia technology for greater accessibility by all Manitobans.
High school, college, and university program opportunities exist for regular and continuing education programs to prepare people for work in the industry. Distance education and workplace training programs for existing employees will be enhanced.
The MCCA will continue to accredit and monitor training. Through the use of its Web site, Manitobans will be informed of job and training opportunities and be kept informed about the industry.
The customer contact centre industry is about communication. People interacting with people. The curriculum will develop these skills and their application to customer contact centre function.