Whether it has a strategy to enhance the skills of call centre staff and what arrangements it has with call centre employers to improve the…

The strategy for enterprise "A Smart Successful Scotland" places skills and learning at the heart of the activities of the Enterprise Networks. This strategic focus on raising skills levels and better matching skills and opportunities is relevant in all sectors and industries, including the call centre sector. Higher and further education institutions offer a wide range of learning opportunities and skills training designed to respond to current and future labour market needs.In addition, a number of further education colleges offer tailored call centre training and Local Enterprise Companies use a range of training providers to meet the training needs of call centre employers. This includes specialised training, such as voice coaching, and a professional development award for call centres and employability skills, such as confidence building, team working, and IT skills. Higher education institutions provide language courses and some provide tailored courses for business and industry supporting a wide range of skill requirements. This includes provision aimed at the call centre market linking language and IT training with customer care and technical telephone skills.