4.1 Training and Skills Development
Industry wide flexible, accessible and innovative approaches to skills development will enable the call centre industry to react positively to the changing demands of the workplace, and provide opportunities for the workforce to obtain nationally recognised qualifications.
By integrating training and skill development into management processes and workplace management, enterprises and agencies can positively react to changing knowledge and skill requirements.
Compliance with policies and commitments such as those contained in Part 3 of the State Government Departments Certified Agreement 2000 and relevant agreements applying to government owned corporations is a major step in the training process. Agencies and signatories are expected to implement a systematic and rigorous approach to training and skills development.
Training and skills development for call centre employees will be based on:
- compliance with the Government’s relevant training, skills development and equal employment opportunity policies;
- training for the next generation of employees;
- commitment to skilling workers to support technological changes; and
- commitment to training, which leads to nationally recognised qualifications.
Last updated July 22, 2005
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