Phare 2005 - Performance improvement within the field of call center services

Elaborate a national standard for the position of telemarketing operator - PHARE 2005/017-553.04.02.02.01.113

What is an occupational standard?

Occupational standards are documents that define in terms of competencies the necessary requirements for an individual to carry out key tasks effectively. / to perform job tasks effectively.

A competency is the ability to apply, combine and transfer knowledge and skills in different situations and within different workplace environments, in order to perform job tasks at quality level specified in the occupational standard.

To be competent in an occupation means:

to apply technical knowledge
to analyze and make decisions
to be creative
to work together as a team
to communicate effectively
to adapt to the workplace environment
to know how to deal with the unexpected / to deal with unexpected situations.

Why an occupational standard?

There is a need for a national occupational standard for telemarketing operator since it represents an innovative and professional approach for:

planning the professional development - establishing training and evaluation programs
the professional development of operators
the evaluation of the development and competencies gained
making sure that work activities are done respecting the standards
establishing new training programs, suited to the requirements of labor market.

Final beneficiaries

approximately 190 company employees
SC XL World România SRL clients who will benefit from qualitative call center services, thus increasing their satisfaction
company suppliers who will benefit from the long term development of SC XL World Romania SRL
the IMMs who activate in the call center field
the responsibles for professional development because once the occupational standard is approved it becomes national, public and therefore mandatory.

Expected results

1 development process for the national occupational standard for telemarketing operator which includes the following stages: occupational analysis, occupational standard for telemarketing operator, verification and validation of the standard by CNFPA, approvement of the occupational standard
1 training program for the XL World top and middle management
6 training sessions on sales, telemarketing and customer care for the XL World employees from Iasi and Bacau.

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