THERE ARE NO specific qualifications needed to work in teleservices. What is required is a fluency in a particular language or languages and a good telephone manner.
It does not matter where the language fluency was acquired; it could be through spending a period abroad or through a course. Most companies do not specify the need for a third-level qualification.
Indeed, there are those that would argue that what the market needs is sub-diploma-level qualifications. Graduates do not stay in the job according to Jerome Morrissey, principal of Ballyfermot Senior College, Dublin, which has developed a new two-year course aimed at the teleservices market.
The Ballyfermot programme was designed in consultation with the teleservices industry and the Industrial Development Authority. The entry requirement is a pass Leaving Cert that includes a European language and English.
The course includes European language and cultural services, interpersonal and communication skills, information technology, management skills, telephone techniques and teleservices operations. At the end of first year, students will take part in work and learning situations in France and Germany. An extended placement - up to six months - will be included in year two of the course.
The College of Commerce, Cork, offers a bilingual secretarial course which includes teleservices and sales modules. Ger O'Dwyer, college principal, says that, following discussions with the IDA, they understand that the most important aspect of the course is the language element. This course offers students an opportunity to study at least two European languages from a choice of French, German and Spanish.
In addition, the Cork college may offer a separate teleservices course, open to people who wish to return to work, as well as to school-leavers. Contact the college directly for information on either course.
Peter Lillis, manager of corporate development with the IDA, explains that FAS will train about 350 people for the sector this year. This is a short-term measure while the educational infrastructure is being built up. Some of these courses are being undertaken by agencies such as Irish Times Training, which is currently catering for 21 students, in three groups, studying French or German. A further three groups will commence training soon.
A second PLC college in Dublin recently received sanction to run a teleservices course similar to the course in Ballyfermot Senior College; however, the sanction came too late and, it is unlikely the course will go ahead this year.
At present, about 90 per cent of people working in teleservices are graduates, according to Lillis. As things stand, they are the people with sufficient language fluency; however many companies find that these people are over-qualified and, in turn, graduates find the job does not meet their career expectations.
This is not to say there is no role for graduates in the teleservices field. Lillis envisages a two-stream situation, with graduates and non-graduates having a place. The non-graduate needs are the least well served by the educational system at present; thus the focus in providing new courses.
