The primary cohort of scholars who undertook the Primary Operations in a Name-Centre course graduated from the Fiji Nationwide College (FNU) this month by the Fijian Authorities’s Reskilling and Upskilling initiative.
The Degree 3 program was designed by FNU in collaboration with the Enterprise Course of Outsourcing (BPO) Council and launched by the Lawyer-Normal and Minister for Economic system, Civil Service, Communications, Housing and Neighborhood Improvement, Honourable Aiyaz Sayed-Khaiyum in December final yr.
Graduate Kelly Miriama Waqabaca stated the scholars have been grateful that they have been in a position to undertake the course and purchase the related information, abilities and work ethic to work within the name centre trade.
“From this coaching, now we have additionally gained the boldness that’s required to deal with all forms of prospects in any name centre,” Waqabaca stated.
“The outstanding visitor audio system invited to share with us introduced with them first-hand information and up-to-date info that helped us put together nicely for the workforce.”
“We additionally acknowledge the Fijian Authorities, who by the Ministry of Economic system has funded this course in order that individuals who misplaced employment in the course of the COVID-19 pandemic have been in a position to reskill or upskill themselves.”
Waqabaca additionally acknowledged the lecturers and assist workers of the School of Enterprise, Tourism and Hospitality Research (CBHTS) who have been a part of the seven-week programme.
Asenaca Miriama Christine Fue added that she came upon concerning the course on-line and was glad when she was accepted into this system.
“After the Orientation session we had with administration groups from varied call-centres, I used to be in a position to safe employment at Mindpearl,” the mother-of-two stated.
“I used to work within the call-centre trade earlier than COVID-19 and so this was a possibility to obtain a qualification and obtain extra coaching earlier than I rejoined the workforce.”
BPO Council Govt Director Shagufta Janif, who was chief visitor on the certificates ceremony, stated the programme additionally highlighted the Council’s dedication to training and abilities growth within the contact centre surroundings.
“This sector may develop into one of many largest contributors to our economic system’s Gross Home Product (GDP). Throughout COVID-19, we noticed the tourism trade taking successful, so that is an trade we will work on that would shield the economic system and create jobs and produce in additional prosperity for Fiji,” Janif stated.
“In 2019, the contact centre workforce consisted of about 3,000 folks employed within the sector however post-pandemic, our numbers earlier this yr confirmed that there are about 7,000 folks employed within the sector.”
“There’s a variety of authorities assist and if we proceed to have this assist and good tax incentives and training incentives like what the Authorities has given by the 5,000 TVET at FNU scholarships that now we have, then we will forecast that within the subsequent 10 years, at the very least 100,000 folks can be employed on this sector. That’s the potential we see on this sector.”
CBHTS Dean Professor Arun Elias highlighted that the School recognized the BPO sector as one among strategic significance to the establishment.
“We’re glad to collaborate intensively with the BPO Council and are grateful for his or her management and assist in growing this course,” Prof Elias stated.
“This can be a good instance of trade interplay and we work carefully with BPO after every course length to judge the programme and replace the educating sources to include any new supplies to replicate the present wants of the trade.”
Prof Elias added that over 100 college students have enrolled within the course within the three phases provided by the Reskilling and Upskilling scheme.
“Most of the college students have supplied suggestions that they’re now employed within the workforce and we imagine this highlights the relevancy and timeliness of providing such programs,” he stated.
“We hope to develop this course additional in shut collaboration with the BPO Council to remain aligned with market wants and tendencies.”
Throughout this system, college students study the features of a name centre, tips on how to ship wonderful customer support to boost high quality service, the environment friendly use of on-line software program to course of fundamental buyer knowledge at a name centre, correct keyboarding abilities, efficient communication methods and tips on how to apply technical abilities and work ethics required to function professionally in a name centre surroundings.