Publication Date: Wednesday May 16, 2007
Source: Suraj Raj, The Star
PETALING JAYA: Local business process outsourcing (BPO) industry can expect to
see improved professionalism and career development potential when the
Certified Professional Contact Centre Agent programme is launched in
July.
The programme is a tie-up between Teledirect Telecommerce Sdn
Bhd, SMRC Learning Alliance Sdn Bhd and London Chamber of Commerce and Industry
(LCCI) International Qualifications (M) Sdn Bhd.
Teledirect managing director Francis Chung said the programme
was a multi-stage course that validated the professionalism and performance of
a contact centre professional.
From left: Dr Chow Yong Neng, Francis Chung and
Sean Leslie at the signing ceremony
Having skilled agents is one of the biggest challenges for the
contact centre industry. It is also a common perception that a career in a
contact centre has no potential as it is viewed as a transitional job to a
better one.
We believe this programme will change the perception," he said
after the three companies inked a memorandum of understanding for the
development of the programme yesterday. Chung added that the company would
offer employment to qualified candidates who had completed the course.
The three-week course will be rolled out by SMRC, a wholly-owned subsidiary of
SEG International Bhd.
SMRC general manager Dr Chow Yong Neng said the company was targeting about 250
students for the programme this year.
"It will provide structured training and exposure to the financial and insurance
industry," he said, adding that the course would offer companies a framework to
map the career development of their staff.
LCCI Asia managing director Sean Leslie said the long-term plan would be to make
the programme a prerequisite qualification for the contact centre industry.
"This collaboration allows us to enhance the international competitiveness of
Malaysian contact centres," he said, adding that the programme was
internationally recognised due to LCCI's certification.
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