by Arthur Kevin Rabago

Fresh college graduates are often clueless on how the real-world call center industry works.

Call center services can be diverse – they can range from

1. Back-office support,

2. Technical Support,

3. Inbound Sales,

4. Outbound Sales,

5. Technical Recruitment,

6. IP Relay,

7. Voice Transcription,

8. Directory Assistance – and many more. The list can be longer with new and innovative outsourced services being introduced by providers.

If the current educational programs are ineffective in retooling or improving workforce value, the call centers and the academe should form partnerships to create a program designed to keep track of a graduate’s training and career advancement – from college and all throughout their career.

In my opinion, Industry-Academic partnership can help in building a better Call Center workforce. In one of my previous work assignments, I helped forge ties between several prestigious schools and my company. Our partnership would focus on providing training, internships, and knowledge transfer to the student. The schools would then provide us with their best and most promising students to train, offering us an edge over the competition because we were recruiting the finest students in the program.

Most schools have curricula that are considered outdated or that fail to teach their graduates the skills demanded by the job market. An Industry-Academic partnership is mutually beneficial to both parties because it exposes colleges and universities to the latest call center trends. Through this, they get the right feedback from industry peers, making their curriculum attuned to the times. This produces professionals with competitive call center skills.

Ultimately, the industry will benefit from this on a long-term. Schools will be producing graduates with skills the industry requires, and will need little training to get them up to speed. Students will also learn corporate values early in their studies, preparing them for the challenges ahead.