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Skills Framework

Assess your capabilities against our new standards

What is the framework? Who designed it?

Using this framework will help you identify the skills you need to drive performance improvement. It has been created in discussion with members, using information from our surveys and focus groups.

The framework outlines skills and capabilities that are needed, for common job roles in contact centre planning and analysis, giving clear criteria for assessing your level of skill and providing guidance on the skills required.

The planning skills portal and skills development framework

Supported by Silver Lining Solutions, using their successful Skills Management Solution, Optimizer, this is a simple, web-based system used to assess your skills and competencies and to identify any skill gaps against a current or future job role. You can use this to identify training or development needs and to define the skills you need to progress your career.

A major membership benefit for corporate members, this framework is currently in use by several companies, all students on Professional Planning Forum training courses and all professionally accredited members, some of whom are starting to use more advanced facilities in the web portal.

The advanced facilities allow you to select from a range of job roles to match your current operating model, or even the opportunity to build your own bespoke job roles into the system and link it into your internal processes for job design, performance management, training and recruitment.

This process can be launched with an in-house workshop and provided by an annual license.

Follow the links below to see the short video guides on what the system is and how it works, or some articles to help understand how the skills framework can help;