The call centre industry has a current employee turnover rate of 20 per cent, according to the Australian Call Centre Association, and with each employee lost, an organisation loses approximately $12,000 in recruitment and training costs.
To add to these figures, Australia currently has approximately 1200 call centres, with an average of 30 seats in each call centre, and a growth rate of 25 per cent. What these figures mean is that call centres are hard pressed to find staff, and more importantly, to retain trained staff.
Responding to this boom, training solutions providers Interim Technology, Impart and Southrock have banded together and launched pec3.com, an online recruitment, training and performance support package for call centres, and the broader customer contact industry.
An abbreviation for Professional Excellence in Customer Contact Competency, pec3.com brings together Southrock's online training delivery infrastructure, Impart's internet/intranet applications development capabilities, and Interim's content development, training and account management capabilities.
"Prior to launching pec3.com, Interim was offering bits and pieces of HR services to the call centre industry. That was when we realised that we could pull together our resources and those of Impart and Southrock and offer a much stronger and focused solution for this industry," said Beng Yeoh, Interim's managing director for Education.
"Pec3.com takes the core competencies from Interim, Impart and Southrock and packages them for a niche market, the customer contact market," says Peter Dulmanis, Southrock's vice president of Partnerships and Marketing.
"Pec3.com not only provides recruitment and training capabilities, it will also help curb the churn rate," said Glen Strong, Interim's national marketing manager for Education. "When call centre staff receive effective training and support, they experience less stress on their job and are more likely to stay."
Pec3.com lets customers choose between outsourced or self-managed solutions or a combination of both. "Solutions will be developed on a case-by-case basis. In certain scenarios, there may be an emphasis on training; in another, it may be recruitment or skills assessment," said Alan Cory, Impart's senior business development manager.