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Reed Talent Solutions Partners with UK National Contact Centre Academy

Reed Talent Solutions has partnered with the UK National Contact Centre Academy, the training division of the Call Centre Management Association (CCMA), to address the contact centre industry recruitment challenge and attract new talent into the sector.

The partnership comes as Reed Talent Solutions launches its new Recruit, Train and Deploy programme, which is designed to help business leaders to adapt and develop new strategies to attract, prepare, train, deploy and retain new talent.

The UK National Contact Centre Academy will support Reed Talent Solutions by delivering best practice customer experience training to prepare new talent for entry into the industry.

“By partnering with the UK National Contact Centre Academy, we’re able to offer stronger support for our end customers – and the wider contact centre sector – in tackling ongoing talent challenges,” explains Lee Gudgeon, Managing Director at Reed Talent Solutions.

“With the government’s new ‘Back to work Budget’ launching in March 2023 to offer specific support to those looking for work, there’s a crucial opportunity to identify and attract new, ‘hidden talent’ from outside the contact centre industry by helping them to acquire new skills and creating rewarding career opportunities.”

A programme tailored to modern candidates’ demands

For the contact centre industry, the programme, delivered by Reed Talent Solutions, will help companies to rethink their approach to recruitment and make working in contact centres more accessible, by offering a taster into what it is like to work in the industry.

Specifically, it will focus on effective recruitment practices that can support more people in getting into a career in a contact centre environment. It will also look at strategies for creating new joiner ‘stickiness’ and promoting long-term career progression.

Reed Talent Solutions will deliver a combined attraction, recruitment and training programme, supported by the UK National Contact Centre Academy. This is designed to remove perceived barriers to entry in the contact centre sector, for people at any age and career stage, in line with the aims of the government’s ‘Back to work Budget’.

The programme will provide candidates with the skills required to succeed and progress in front-line contact centre roles, including training around rapport building and trust, emotionally connecting with customers and having difficult conversations.

Kate Law, Membership & Learning Director at the CCMA adds: “Finding innovative solutions to attract more people into our industry and developing rewarding careers forms part of our mission here at the CCMA. It’s a privilege to be able to provide customer experience training to those joining the industry and starting their journey.”

For more information, or to get involved with the programme to unlock ‘hidden’ talent in your industry, visit:

Lisa Baker is Group Editor for the Need to See IT Publishing Group. Lisa writes about HR, Technology, Health, the Environment and Business.
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