Can perception influence the value of the training and development experience in call centre's?

The lack of skilled workers is one of the key challenges faced by call centre (CC) managers in the local industry, particularly with the shift towards more knowledge intensive work. CC's are one of the fastest growing service sector occupations, but concerns have arisen about the sustainability of the industry due to the inability to fill higher skilled jobs. This paper explores the role that perception plays in defining the value of training and development experiences in CC's. Questionnaires and focus groups conducted in ten CC's show that whilst employees are in fact gaining skills due to their employment, training programs are yet to be widely formalised and frequently have little connection to industry standards and qualifications. Furthermore, while training needs have increased due to ICT, and work has become more knowledge intensive, the invisible elements of work associated with simultaneously managing customer service, work queues and technology fail to be recognised. Hence, the questions raised concern whether employee perception can influence the value of the training and development experience in call centres.