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Skills frameworks
Contact Centre Careers and Skills Framework
Access this page direct at www.e-skills.com/ccframework 
The Career and Skills Framework identifies a comprehensive set of contact centre competencies linked to role and career routes of a contact centre professional. It highlights the competencies required to deliver exceptional customer service, acquire and retain customers, and manage effective contact centre operations.
The Framework offers practical support to contact centre employers in developing the multi-skilled, technology literate contact centre professional of the future. The intention is to help employers build a talented and professional contact centre workforce able to add value to each customer interaction across multiple channels and products.
Free copy of the framework
Please click on the links below to access and/or download the Framework. You will need to be registered and logged in to access the documents. Once registered, you will be able to access other documents on the site.
Contact Centres Framework Overview (PDF - 104KB)
Framework Table (xls - 138KB)
Full Framework - Part 1 (PDF - 413KB)
Full Framework - Part 2 (PDF - 687KB)
Full Framework - Part 3 (PDF - 1MB)
Business Case Study (PDF - 40KB)
For further information, e-mail contactcentres@e-skills.com
Last modified: 14 Mar 2008