TeleTech invests £540,000 in staff training

With support from Invest Northern Ireland, TeleTech UK is investing over £540,000 in staff training and development at its Belfast service delivery centre. This project is helping the company to raise skill levels, increase efficiencies and improve profitability.

TeleTech is a leading business process outsourcing firm, serving businesses in a range of industries, on behalf of a number of leading European blue-chip clients.

The Belfast centre has a ‘Learning Plan’ in place for 2009, aiming to blend the training of new recruits with ongoing development of existing staff. The learning consists of several elements across all levels of staff. It includes product-related and client specific training, soft skills learning, and management and personal development.

The Belfast centre also has a ‘Programme of Excellence’ in place.  This aims to support the development of both new and existing employees through a mentoring programme to improve operational performance. In addition, the programme works to enable a culture of continuous improvement through structured learning to help the implementation of projects aimed at reducing costs.

Commenting on the project, which is part funded by Invest NI and the European Regional Development Fund (ERDF), Niall Casey of Invest NI said: “This investment by TeleTech demonstrates the company’s commitment to developing its staff and delivering a high quality service for its clients. The key transferable skills being developed through this training initiative and the associated qualifications being gained by the employees are helping them progress in their careers, and are further strengthening the calibre of the local workforce. The broadening skills base is also reinforcing Northern Ireland’s position as an attractive location for companies in the business process outsourcing industry, both foreign and locally-based, to expand their business.

“This training programme is building on the high quality of service provided by TeleTech and adding value to its Belfast centre, helping it to develop its operations in Northern Ireland and make a continued contribution to the wealth of the local economy."

Mr Sunil Bhalla, Operations Director of TeleTech UK, said: “TeleTech recognises the importance of increasing our employees’ capabilities, particularly in service sectors such as the business process outsourcing industry, where there are high levels of customer interaction. This investment is crucial to TeleTech UK’s growth plans and we are working closely with Invest NI to increase competitiveness and ensure that our business flourishes here.

“The training programme is improving the technical expertise of operational workers, as well as developing the management skills of our senior staff. Employees are also gaining skills in the area of process improvement, and this is resulting in more efficient operations at TeleTech UK, thereby reducing costs and increasing our productivity and profitability.”

“Some of the training schemes are specifically helping us to provide an even better service for a number of high value clients, enabling us to continue to retain key clients and generate new business,” added Mr Bhalla.

The training is being delivered both internally by the company and externally by local educational institutions, and a number of employees are achieving National Vocational Qualifications in leadership and management.