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May 17, 2007
Source:
http://www.callcentres.net/CALLCENTRES/LIVE/me.get?SITE.sectionshow&CALL2468
Kuala Lumpur, May 15 2007 ?Teledirect Telecommerce Sdn Bhd
(Teledirect), a regional outsource contact centre, with SMRC Learning Alliance
Sdn Bhd, a wholly owned subsidiary of SEG International (SEGi) Bhd and London
Chamber of Commerce and Industry (LCCI) International Qualifications (M) Sdn
Bhd entered into a partnership to jointly develop Malaysia's FIRST Certified
Professional Contact Centre Agent Programme, at a MoU signing ceremony held
recently in Kuala Lumpur.
The MoU signing between Mr Francis Chung, Managing Director of
Teledirect, Dr Chow Yong Neng, General Manager of SMRC and Mr Sean Leslie,
Managing Director of LCCI Asia signified the commitment of the three parties in
designing an accredited programme for the contact centre industry.
The brainchild of Teledirect, this certified professional Programme is aimed at
elevating the contact centre agents' professionalism through the industry's
Best Practice performance standards, and to further boost Malaysia's ranking in
Asia Pacific as a distinctive outsource contact centre location.
According to Frost & Sullivan, the Malaysian contact centre industry is
forecasted to grow at a compound annual growth rate (CAGR) of 14.5 percent
throughout the forecasted period of between 2005 and 2012.
Chung said, "Malaysia is today an increasingly favourable
location for contact centre activities after India and China, and this
certification Programme will further strengthen our competitive edge as an
outsourcing destination. With an accredited certification Programme, Malaysia
is able to enhance its attractiveness as a contact centre destination that
provides talented human capital with the necessary skill sets for an outsourced
contact centre environment."
Chung added, "Given the common perception there is no career path in contact
centres, this Programme will certainly elevate the value of a job in a contact
centre and give a professional image to a contact centre career. According to
callcentres.net, there will be a projected increase of 9,000 seats in 2007 for
the Malaysian contact centre. This means that employability is almost assured
to those armed with a certified professional qualification. This in turn will
assist the Government in alleviating the country's unemployment rate of three
percent by providing job and retraining opportunities".
Commenting on the strategic alliance with SMRC and LCCI, Chung said, "This
industry driven multi-stage Programme establishes the standards and, validates
the professionalism and high performance of a contact centre professional.
Supported by SMRC, a leading educational body and LCCI, an international
certification body, we are confident that this strategic alliance will lend
tremendous credibility to the Programme, locally and regionally"
Sean Leslie also welcomed the collaboration by saying, "Continuous staff
development is vital in today's rapidly evolving business world. LCCI always
strives to ensure that its qualifications are at the cutting-edge of modern
industry. This collaboration with Teledirect and SMRC allows us to enhance the
international competitiveness of Malaysian contact centres and its agents."
Dr Chow Yong Neng said, "This smart industrial partnership between the three
parties will ensure the development of skilled and talented Contact Centre
Agents who would be career ready upon completion of the programme. SMRC is
proud to help develop this Programme which will help to redefine the Contact
Centre Agent's career as a profession."
Targeted at individuals who are interested to pursue a professional career in
the contact centre industry, this Programme is slated to be a much sought after
qualification.
The Programme runs for a duration of three full weeks; comprising two weeks of
in-class learning followed by a week's attachment at Teledirect. Upon
successful completion of the Programme, Teledirect is committed to offering
employment opportunity to selected qualified agents.
For further information on the Certified Professional Contact Centre Agent
Programme, please contact Cik Suria at Tel: 03-8023 2616 or 03-2261 4781.
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