Support Ethnic Minorities through Contact Centre training and employment. by Hong Kong Call Centre Association

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1 Support Ethnic Minorities through Contact Centre training and employment by Hong Kong Call Centre Association

2 About HKCCA Hong Kong Call Centre Association (HKCCA) was established in September It is a not-for-profit organization with a mission to advance the contact centre industry in Hong Kong, Macau and Southern China. It is achieved through working with members, government and other associations to set policy, identify opportunities, execute, govern, and create better results. HKCCA has been serving the contact centre industry in many ways. From organizing the annual Contact Centre Awards; hosting the annual International Contact Centre Symposium; running seminars; training programmes and conducting contact centre industry research to developing the Code of Practice for the Person-to-Person marketing calls as well as voicing out views and concerns on behalf of the industry on key issues. We were successful in our application for the SME Development Fund for the Certification Scheme of Person-to-Person marketing calls Code of Practice. These are solid illustration of the association s capability in initiating; planning; implementing; managing and executing key projects. 2

3 Objectives The project aims to support the targeted group in the EM with the approach of helping them to help themselves through equipping them the skills, knowledge and mindset for the long term employment in the contact centre industry. This project addresses their problem of social exclusion and poverty. And also, this project could bring about include a steady supply of EM workforce to the contact centres. They would be more stable and could fill the service gap that remains open due to insufficient supply of English speaking agents. With them, contact centres such as the government and the public utility call centres could provide services to the over 450,000 EMs in their own languages. Other commercial contact centres could also explore the business opportunity with this EM population. 3

4 The strategy or method to be adopted HKCCA to formulate a Scheme that could achieve the objective of supporting the EMs through contact centre job employment on an on-going basis. HKCCA to collaborate with the EMs supporting organizations to introduce the Scheme to the EMs through seminars and publicity HKCCA to present the Scheme to Corporate members as well as organizations that offer contact centre jobs for employment opportunities for the EMs HKCCA to sign up public and private enterprises that commit offering contact centre jobs to EMs through appropriate selection mechanism. HKCCA to develop contact centre job specific training series to equip the EMs the necessary skills; knowledge and mindset for the contact centre jobs. HKCCA to issue certificates for the EMs who complete the training and pass the related assessment. HKCCA to set up a small scale contact centre (5 positions) for on-the-job training of the EMs so as to enhance the successful rate of the EMs for the contact centre jobs. The contact centre to have the capability to take up projects to support and sustain the operations. After the funding period, the enterprises to pay a fee for every EM they recruit from HKCCA so as to help sustain this initiative. 4

5 1 st quarter: Mar to May 16 Timeline Activity Mar 16 Seminars in EMs schools and community / press briefings / publicity to promote the scheme Confirm site and contact centre systems ready Team leader on board Employers Sign-up ceremony to draw awareness to the scheme Recruitment of EMs for training Apr 16 Provide training to the EMs Sign up projects for EMs to practice the skills learned and gain real job experience Contact centre visits for the EMs as part of the training May 16 EM selection by employers The 1st batch of EMs on board for contact centre employment 2nd quarter: Jun to Aug 16 Jun 16 Review EMs performance with employers Recruitment of EMs continues 2 nd batch of EMs on board for contact centre employment July 16 3 nd batch of EMs on board for contact centre employment Aug 16 Focus group review with EMs Review performance of the team leader 3nd quarter: Sep to Nov 16 Sep 16 Recruitment of EMs continues 4 th batch of EMs on board for contact centre employment Oct 16 5 th batch of EMs on board for contact centre employment Nov 16 Recruitment of EMs continues Focus group review with EMs 6 th batch of EMs on board for contact centre employment 4 th quarter: Dec 16 to Feb 17 Dec 16 Review EMs performance with employers Recruitment of EMs continues 7 th batch of EMs on board for contact centre employment Jan 17 Recruitment of EMs continues Focus group review with EMs 8 th batch of EMs on board for contact centre employment Feb 17 Review the performance and mode of engagement with the Team leader Project evaluation and Final Project Report Financial Audit Press briefing to share results of the project 5

6 The positive change to be brought to the society Provide decent employment opportunities and possibly a career in the contact centre industry for the EMs through pre-employment; on-the-job experience and proper guidance. Enhance the quality of living of the families of the EMs working in contact centres with decent pay package. Integrate the EMs better into the society with dynamic interaction and social activities in the contact centre environment. Provide enhanced services to the EM community (for those who do not speak English / Cantonese) in their native language. Help ease the contact centre industry problem in high staff churn and protect more contact centre jobs from being offshored out of Hong Kong. 6

7 Entry Requirement of the Project If you are Hong Kong citizen with the below basic requirement, you may join the project for free-of-charge: F5 graduate; Passionate in customer service, enjoy in communicating with people through phone, , live chat or social media; Interested to join Contact Centre / Customer Services industries; Fluent in either English, Cantonese or Putonghua Be able to read English or Chinese Possess basic computer operation knowledge and skill; Pleas complete the Project Application Form at page. 8, then send to secretariat@hkcca.com and state quarter number you would like to start.

8 Form of Application 項目報名表 Personal Particulars 個人資料 Name in English Name in Chinese 英文姓名 中文姓名 Sure name ( 姓氏 ) Other names ( 名字 ) HK Identity Card No. Gender Date of Birth (MM/YY) 香港身份證號碼 性別 出生日期 Do you have right of abode in HK? 你是否擁有香港居留權? Yes 是 No 否 Residential Address 居住地址 Date of Birth Place of Birth Marital Status 出生日期 出生地點 婚姻狀況 Address Mobile No. Residential No. 郵箱地址 手機號碼 住址電話 Education 教育程度 Period 就讀時間 School, College, University 曾經 / 現在就讀學校 學院 大學 Grade 程度 Work Experience 工作經驗 Period 就職時間 Company and Title 公司及職位 Responsibility 主要職責 Availability What type of position are you seeking? Part time Full time Temporary 工作性質 兼職 全職 臨時 Are you able to meet the attendance requirement of the position? Yes No 你是否能夠達到出勤要求? 是 否 Hours Available From To Mon Tue Wed Thu Fri Sat Sun Total Hours Available per week Date Available to start work Applicant s Signature Date (I further declare that the statements made by me in the application form are true, complete and correct) 8