Contact Centre ThumbnailRecruitment as we know it is changing

In an unprecedented move NZTalent has released an open letter to New Zealand stating that for a wide number of skilled roles, a tertiary qualification is no longer required. The letter was signed by over 100 businesses including the likes of ASB, Spark, Fonterra, Fisher & Paykel, Microsoft and many more.

They state the reason behind their letter is that, “New Zealand currently has one of the highest levels of unfilled job vacancies in its history, particularly in fields of technology, science, design and innovation. As companies, we recognise that we need to respond to this quickly changing job market.” NZTalent (2017, September 25) retrieved from

Some of the occupations that NZTalent indicated no longer require formal training (prior to employment) include customer service, marketing, sales, technology, management, operations, manufacturing.

As one of New Zealand’s largest Industry Training Organisations Skills endorses this move by New Zealand’s businesses, as the benefits to both employers and potential staff are immense. “The value of hiring the right people and training them on the job is something Skills has always recognised and supported. Contact centres, IT support and the trades are examples of industries who are already operating off this model incredibly successfully. Another avenue to consider is the under employment of people who are tertiary qualified who can’t get work in their fields and could transition into new industries, as these people bring with them significant potential” says Skills Chief Executive, Garry Fissenden.


What this means for the contact centre industry

It’s clear from NZTalent’s message that contact centres who take the approach of looking for the right people and then training them up on the job (regardless of their educational background), are onto a winning idea.

Organisations will be better placed to meet staff shortages, they will also benefit from having staff trained on the job, to organisational standards.

As the standard setting body for contact centre qualifications, Skills has seen a positive shift in the way businesses are recruiting new staff. Through their years of experience in the industry, Skills has seen that contact centres who’ve invested in their staff and provided them with training for formal qualifications have reduced the rate of staff churn. In general the staff that do move on, tend to move into other roles within the organisation, saving on recruiting costs and maintaining organisational knowledge.

For new staff it’s a fantastic opportunity to get a foot in the door, they’ll also have the benefit of earning while they learn, and putting what they learn into practice in a real world environment. In essence it’s a win-win situation for employers, staff and New Zealand’s economy.