Alliance to curb call centre staff turnover

To add to these figures, Australia currently has approximately 1200 call centres, with an average of 30 seats in each call centre, and a growth rate of 25 per cent. What these figures mean is that call centres are hard pressed to find staff, and more importantly, to retain trained staff.

Responding to this boom, training solutions providers Interim Technology, Impart and Southrock have banded together and launched pec3.com, an online recruitment, training and performance support package for call centres, and the broader customer contact industry.

An abbreviation for Professional Excellence in Customer Contact Competency, pec3.com brings together Southrock's online training delivery infrastructure, Impart's internet/intranet applications development capabilities, and Interim's content development, training and account management capabilities.

"Prior to launching pec3.com, Interim was offering bits and pieces of HR services to the call centre industry. That was when we realised that we could pull together our resources and those of Impart and Southrock and offer a much stronger and focused solution for this industry," said Beng Yeoh, Interim's managing director for Education.

"Pec3.com takes the core competencies from Interim, Impart and Southrock and packages them for a niche market, the customer contact market," says Peter Dulmanis, Southrock's vice president of Partnerships and Marketing.

"Pec3.com not only provides recruitment and training capabilities, it will also help curb the churn rate," said Glen Strong, Interim's national marketing manager for Education. "When call centre staff receive effective training and support, they experience less stress on their job and are more likely to stay."

Pec3.com lets customers choose between outsourced or self-managed solutions or a combination of both. "Solutions will be developed on a case-by-case basis. In certain scenarios, there may be an emphasis on training; in another, it may be recruitment or skills assessment," said Alan Cory, Impart's senior business development manager.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Angelina Forsyth

PC World

Comments

Comments are now closed.

Most Popular Reviews

Follow Us

GGG Evaluation Team

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Steph Mundell

LIFEBOOK UH574

The Fujitsu LifeBook UH574 allowed for great mobility without being obnoxiously heavy or clunky. Its twelve hours of battery life did not disappoint.

Andrew Mitsi

STYLISTIC Q702

The screen was particularly good. It is bright and visible from most angles, however heat is an issue, particularly around the Windows button on the front, and on the back where the battery housing is located.

Simon Harriott

STYLISTIC Q702

My first impression after unboxing the Q702 is that it is a nice looking unit. Styling is somewhat minimalist but very effective. The tablet part, once detached, has a nice weight, and no buttons or switches are located in awkward or intrusive positions.

Latest News Articles

Resources

Best Deals on GoodGearGuide

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?