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 Romānia 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
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