Welsh Contact Centre Forum Seeks Training Providers

Welsh Contact Centre Forum is looking for training providers with access to unemployed people for newly launched pre-employment course.

Training providers across Wales with access to people struggling to find employment can put forward candidates to a new pre-employment course from the Welsh Contact Centre Forum and funded by Welsh Government. The courses guarantee delegates a job interview with key employers with live vacancies.

Providers are being called upon to support the Welsh Contact Centre Forum as it aims to address the demand for more employees in the sector, by offering a free intensive, interactive week-long course designed to develop industry expertise on skill building, confidence, and employability.

Cardiff Council’s Into Work Advice Service is the first provider to join the initiative and will be providing potential employees to the first two of 12 training courses from November to March 2023. The courses will run in person and virtually with availability across the whole country.

Key modules cover themes like customer service and communication, resource planning, questioning techniques and career development. Delegates completing the course will be offered an interview with major brands across all sectors of the Contact Centre Industry, these will change for each course as we will only be working with Companies that are recruiting as the course takes place, are well paid and have strong ongoing training programmes in place.

With the contact centre sector contributing £650m annually to the Welsh economy and employing 32,000 people from 200 businesses across the country, the training programme is an opportunity for providers to support their local communities and create a talent pool for future recruitment in the sector.

The training programme includes 140 places and will introduce candidates to training and employment opportunities they may not have had access to previously. Providers are encouraged to put forward eligible candidates who are facing barriers in the employment process. Eligible candidates include 16–24-year-olds (supporting the Young Persons Guarantee), carers, people with disabilities, disadvantaged unemployed and college leavers with limited experience.

Sandra Busby, Managing Director of the Welsh Contact Centre Forum, said: “We’re hoping these training courses will not only continue to support the sector and maintain and develop the economic value it brings to Wales, but to also give back to the community by training and supporting those who are struggling to enter the employment market.

“The training programme is a great opportunity for providers to put forward candidates who are unemployed and find a job due to lack of experience and other barriers they might face. As the cost-of-living crisis affects us all, it impacts these people the most, and we’re grateful to the funding from the Welsh Government to help make this programme happen.

“We’re very excited to start working with future providers to bring this opportunity to more people and communities across Wales.”

Economy Minister, Vaughan Gething said:

“The Welsh Government is working hard to help create new jobs in the industries of the future, which will provide work and training opportunities to people across Wales.

“As part of our plans to help people struggling to find work, I am pleased we are able to support this pre-employment training course from the Welsh Contact Centre Forum. It’s specifically designed to provide people with the training they need to help them find good quality roles in our vibrant contact centre sector. It will also support employers find the diverse talent they need.

“I very much look forward to seeing how the programme progress and wish all those who take part the very best for in their future careers.”

For further information about these free courses please email christine@wccf.uk