The need to have individuals who are competent to hit the ground running is ever pressing. Until now, very little has been done to validate the call center profession or to promote working in call centers as a credible career choice. The industry, and recruitment for it, is also hindered by negative perception of call centers as exclusively telemarketers. One of the most important issues facing the industry identified from our research is a lack of new entrants into the call center profession, i.e., people pursuing call center careers, Barry points out. This is primarily because working in a call center is not viewed as a legitimate career.
Most people end up working in a call center while waiting for a perceived better job to come along.
CIAC wants to change this. Easier and more effective agent and supervisory recruitment. That slip of paper, assuming that the certification is credible, may become treated with similar standards as a college degree and high school diploma. Companies don't always know what to look for when hiring from within for a call center because they don't know what the criteria and standards are. It helps to provide a standardized process that companies can link into so they have the chance of hiring better qualified people.