Center Representatives 2008-1-TR1-LEO04-02465 1
Project Information Title: Project Number: IT-Call Integrated Training for Efficient Employability of Disabled People as Call Center Representatives 2008-1-TR1-LEO04-02465 Year: 2008 Project Type: Status: Marketing Text: Partnerships completed In this project, an informal training and guiding curricula targeting disabled people has been developed in which also the practical ways of searching related opportunities had been indicated. Brief technical information was made available to organisations to let them know the possibility of employing disabled people in their call centers in the form of home based employment. The main theme was to develop and enhance the intercultural dialogue while exchanging the ideas, experiences and background which forms the knowledge of different participating organisations. The goal was the enrichment of both cultural and knowledge based efforts exchange capability among partners for improving their background for better performance and productivity enhancing the productivity of the community in turn. Summary: The call center concept has a significant role in business life in the communication between clients and companies or service suppliers. Although most of the contacts are performed in written and electronic form, the human touch is an unavoidable necessity in most of the cases due to increasing awareness of customer satisfaction phenomena which requires human interactivity in response together with efficient feedback and solution production within limited time frame. That is why almost all organisations are having a call line regardless of their size and operational fields. The simple explanation of call center employment is If you want to find a job where nothing counts but brains and voice, this is it. Furthermore, some call center operators already have found that disabled workers stay in their jobs longer and are more loyal than other workers. They also tend to be older and better educated, and they will work for less. Thus, this is an untapped pool of labour that doesn't have many other options. People who are employed in call centers as call center representatives are not necessarily have to be employed in the organisations premises or working offices anymore thanks to fast developing communication technologies and Internet. As a result of development in communication technologies, call diverting is very easy and inexpensive. The access to company Intranets via Internet is now part of daily life due to high Internet access speeds. The combination of these two phenomenons is now bringing new opportunity for disabled people, who can work at their home by using a computer and communication facilities. The training is not formal but do exist. Therefore, if organisations are informed about the technical possibility of such employment and if suitable disabled people become aware of this chance, they can find another employment opportunity. In this project, an informal training and guiding package targeting disabled people will be developed in which also the practical ways of searching related opportunities will be indicated. Brief technical information will be made available to organisations to let them know the possibility of employing disabled people in their call centers in the form of home based employment. Description: The main theme is to develop and enhance the intercultural dialogue while exchanging the ideas, experiences and background which forms the knowledge of different participating organisations. The goal is the enrichment of both cultural and 2
Project Information knowledge based efforts exchange capability among partners for improving their background for better performance and productivity enhancing the productivity of the community in turn. This partnership programme will have a significant impact on the rate of information exchange as most of the exchange shall be realised during face to face contacts which is the most effective way of communication and harmonising the ideas. Themes: Sectors: Product Types: Product information: Projecthomepage: *** Labor market *** Sustainability *** ICT *** Lifelong learning *** Open and distance learning *** Vocational guidance *** Enterprise, SME *** Access for disadvantaged *** Equal opportunities ** Continuous training * Quality * Others * Recognition, transparency, certification *** Administrative and Support Service Activities *** Other Service Activities * Information and Communication program or curricula open and distance learning material for open learning description of new occupation profiles website A unique and efficient training curricula, which will be the core for boosting the project idea and be welcomed by both the audience and future project developers, for attracting the target group and encourage them to get integrated in to this new and challenging field of virtual employment. http://itcall.pedva.net/ 3
Project Contractor Country/Region: Organization Type: POINT Proje Insaat Taahhut Muhendislik ve Ticaret Ltd.Sti. (POINT LLC) SME - small and medium-sized enterprise (up to 250 employees) Contact Person Address: Telephone: Fax: E-mail: H. Altug Erbil Mithatpasa Cad. No:62/19 + /90-312-4250660/153 + /90-312-4258094 Leonardo@pnt-grp.com 4
Coordinator Country/Region: Organization Type: POINT Proje Insaat Taahhut Muhendislik ve Ticaret Ltd.Sti. (POINT LLC) SME - small and medium-sized enterprise (up to 250 employees) Contact Person Address: Telephone: Fax: E-mail: H. Altug Erbil Mithatpasa Cad. No:62/19 + /90-312-4250660/153 + /90-312-4258094 Leonardo@pnt-grp.com 5
Products 1 IT-Call - Virtual Call Center 6
Product 'IT-Call - Virtual Call Center' IT-Call Integrated Training for Efficient Employability of Disabled People as Call Title: IT-Call - Virtual Call Center Product Type: website Marketing Text: IT-Call is offering an informal training and guiding curricula targeting disabled people. Portal will be further developed as Virtual Call Center, where also the practical ways of searching related opportunities are indicated. Brief technical information are made available to disabled people to support them in their efforts to work as call center operators in home based form of working, virtual working. Description: The call center concept has a significant role in business life in the communication between clients and companies or service suppliers. Although most of the contacts are performed in written and electronic form, the human touch is an unavoidable necessity in most of the cases due to increasing awareness of customer satisfaction phenomena which requires human interactivity in response together with efficient feedback and solution production within limited time frame. That is why almost all organisations are having a call line regardless of their size and operational fields. The clear explanation of call center employment is If you want to find a job where nothing counts but brains and voice, this is it. Furthermore, some call center operators already have found that disabled workers stay in their jobs longer and are more loyal than other workers. They also tend to be older and better educated, and they will work for less. People who are employed in call centers as call center representatives are not necessarily have to be employed in the organisations premises or working offices anymore thanks to fast developing communication technologies and Internet. As a result of development in communication technologies, call diverting is very easy and inexpensive. The access to company Intranets via Internet is now part of daily life due to high Internet access speeds. The combination of these two phenomenons is now bringing new opportunity for disabled people, who can work at their home by using a computer and communication facilities. Target group: People with physical disabilities having proper background and infrastructure to e-work as virtual call center operators. Result: A unique training curricula is developed. The training program and efficient launch of Virtual Call Center will be realized in next phases of the project. Area of application: Virtual Call Center http://itcall.pedva.net/ Product Languages: English &prd=1 7