Boost for contact centres

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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.