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.

Join the PC World newsletter!

Error: Please check your email address.

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

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

Angelina Forsyth

PC World
Show Comments

Essentials

Lexar® JumpDrive® S57 USB 3.0 flash drive

Learn more >

Microsoft L5V-00027 Sculpt Ergonomic Keyboard Desktop

Learn more >

Mobile

Lexar® JumpDrive® S45 USB 3.0 flash drive 

Learn more >

Exec

Lexar® Professional 1800x microSDHC™/microSDXC™ UHS-II cards 

Learn more >

Lexar® JumpDrive® C20c USB Type-C flash drive 

Learn more >

Audio-Technica ATH-ANC70 Noise Cancelling Headphones

Learn more >

HD Pan/Tilt Wi-Fi Camera with Night Vision NC450

Learn more >

Budget

Back To Business Guide

Click for more ›

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?