What are the objectives of IC Wales?

IC Wales, the Welsh Contact Centre Forum, is a not-for-profit membership organisation focused on advancing the contact centre industry in Wales. Established in 2006, IC Wales aims to:

1. Collaboration and Networking: Foster collaboration among contact centre professionals and organisations in Wales, creating a supportive community for knowledge-sharing, networking, and exchanging ideas.

2. Professional Development: Offer professional development opportunities for contact centre staff in Wales, including training, workshops, seminars, and access to industry-recognised qualifications.

3. Representing the Industry: Represent the interests of the contact centre industry in Wales at a local, regional, and national level, advocating for policies and initiatives that support the growth and sustainability of the sector.

4. Quality and Excellence: Promote quality and excellence in the contact centre industry, encouraging the adoption of best practices and high standards in customer service, employee engagement, and operational efficiency.

5. Innovation and Technology: Showcase innovative technologies and practices that can enhance the performance of contact centres, fostering a culture of continuous improvement and embracing emerging trends.

6. Promoting Wales as a Contact Centre Destination: Raise awareness of Wales as an attractive location for contact centres, highlighting the benefits of operating in Wales, such as skilled workforce availability, competitive costs, and a supportive business environment.

7. Building Partnerships: Develop partnerships with key stakeholders, including government agencies, educational institutions, industry associations, and businesses, to support the growth and success of the contact centre industry in Wales.

8. Benchmarking and Data Analysis: Provide access to benchmarking data and analytics to help contact centres evaluate their performance and identify areas for improvement, enhancing their overall competitiveness.

9. Recognition and Awards: Recognise and celebrate the achievements of contact centres and individuals in Wales through industry awards, showcasing excellence and innovation within the sector.

Ultimately, IC Wales' objectives revolve around driving growth, advancing professional standards, and promoting the contact centre industry in Wales as a dynamic, influential, and thriving sector in the global economy.