Professional Documents
Culture Documents
February 2005
i J Routledge
Summary. Recent years have seen the growth of pre-employment training initiative<i focasing on
developing generic skills amongst the long-term unemployed in an attempt to ensure their access to
jobs in the service economy. This article is concerned with the effectiveness of such training,
focusing specifically on initiatives designed to equip trainees with the generic skills required for
call centre work. Drawing upon data gathered via ea.se study research earried out in the North
East of England, the article considers the extent to which the training schemes studied were
successful in improving the employability of participants. In doing so, it contributes to current
debates about tbe implications of economic restructuring for the nature of work, skills and
labour market disadvantage.
1.
Introduction
Vicki Belt was fonnerly al ihe University ofNewcaslte and is now in the .Sector Skill.\ Dcvflopmeni Ajjcncv, J Ciillfie.x Business Park.
Golden Smithies Line. Wathupiin-Dearne. South Yorkshire. S63 7ER. UK. Fax: 0H70 000 2401. E-mail: Viiki.Belt(S^ssdti.or^.uk.
Ranald Richardson is in the Centre for Urban and Regional Developmeni Studies. University of Newcaslle. 4th Floor. Claremont
Bridf-e. Newastle upon Tyne. NEI 7RU. UK. Fax 0191 232 9259. E-mail: Ranctld.Richard.wn&nil.ac.uk. An earlier yersiiin of
this paper wiis pre'iented at the seminar serirx on emplayahiiity at Napier University and the Universiiv of Warwick, sponsored
hy the Regional Studies Association and the Regional Science Association (Brilish and Irish Section).
0042-0980 Print/13ftO-()63X Online/05/02257-14 ..C) 2005 The Editors of Urban Studies
EX31: IO.lO8O/(KM2O98O42O00316l37
258
259
260
courses. These interviews were semistructured and informal, and questions were
designed to examine individuals" perceptions
of the training and their attitudes towards
call centre work. All interviews were taperecorded and transcribed. Finally, the fourth
element of research involved the collection
and analysis of available relevant documentationfor example, in the form of course
outlines, brochures, leaflets, fact-sheets,
annual reports and publicity materials.
In addition to the case studies, interviews
were undertaken with 16 policy-makers/
practitioners. These included representatives
from Learning and Skills Councils. Jobcentres, local employment action teams, regional
development agencies and local authority
economic development departments. In
addition, seven human resources professionals
responsible for recruitment were interviewed
in order to ensure that the views of local
employers were taken into account. Finally,
the authors also attended three local call
centre consortium meetings, at which employers discussed recruitment, training and
skills issues, and a workshop organised by
one of the regional Learning and Skills Councils on skills and learning in call centres,
attended by employers and policy-makers.
4.
261
262
TRAINING PROVIDERS
.Cramlington
191
17
Sunderland
Bishop
Auckland
Middlesbrough
Figure 1. Map of entry-level pre-employment training courses in the North East of England.
and policy-makers of the need for preemployment call centre training courses.
Several employers stated that they felt that
skill levels were not high enough in the local
labour pool. Skills shortages were reported
in the following key areas: interpersonal and
263
264
265
266
267
Conclusions
268
3.
4.
5.
269
References
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LINDSAY.
to
C . (2002)
The
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