As part of its National Certification Project, Contact Centre Canada (CCC) held six (6) industry consultation sessions in Vancouver, Calgary, Winnipeg, Toronto, Moncton and Montreal during the first two weeks of March. These sessions involved a wide range of industry stakeholders representing employers and industry associations from across the contact centre industry. Participants were presented with a series of questions regarding a proposed corporate accreditation and individual certification program model. Valuable input was gathered by the project team for analysis and incorporation into the proposed models.
CCC is developing a model that will support individual certifications to the five National occupational standards (NOS) and essential skills profiles that were published in 2008. A corporate accreditation program is also being developed to recognize HR management practices and standards within the contact centre industry. The CCC proposed models will be unique in that they will comprise both an occupational certification process for industry professionals and an organizational equivalence recognition program.
The initiative will result in an improved contact centre sector image in Canada through the adoption and acceptance of professional standards and certification. Stay tuned to the process by visiting the CCC website at www.contactcentrecanada.ca for upcoming industry consultations and opportunities for you to provide feedback on this very important initiative.
Hat’s off to all the industry professionals who volunteered their time to attend the focus group consultations! Your industry dedication is valued and appreciated by Contact Centre Canada!