Title IT-Call – Integrated Training for Efficient Employability of Disabled People as Call Center Representatives
Project Number 2008-1-TR1-LEO04-02465
Project Type Partnerships
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.
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.
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 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.
Open and distance learning
Access for disadvantaged
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
Product information 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.