Call Center Management Forum | Management tools and resources
Skill tool/skill tracker
I'm currently facing the issue that we're not tracking the skills of our employee's well enough, I work in a call center with about 600 seats with nearly all European languages and we very often utilize cross skills between languages, but the management always expect us as recruiters to "know if anyone outside a certain team speak French", as we get all the CV in the beginning it's understandable to some level, but as we're not recording languages or other types of skills anywhere, it's a very Manuel task.
Does anyone know of something to track these kind of things or have any idea's on how to handle this? and is it really up to HR to know these things?
Responses
Posted 11 months ago by Member
Sarah,
I would see this as a good time to be innovative, if you cannot come up with something yourself, ask around and see if there are not any of your contacts around the company that would have suggestions around this.
/Sam
Posted 11 months ago by Member
Sounds like a good idea, will follow this and please post if you get any good suggestions as this could also be helpful in our centre, as we also have a lot of focus on tracking people's skills i.e. sales, customer care and technical abilities.
John Quinn
Posted 6 months ago by Member
This depend a bit, in most workforce management tools you can input this data, but again keeping it up-to date is the hardest thing, as in a call centre people come and go and learn new skills just as fast.
/Pete
Pete
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