Section: Networking & Events , Caribbean Telecentres
Size of the project "Assistance Service Call Centre Operators" (Lima, Peru)
March 31, 2008
In March we traveled to Lima, Peru to participate in a workshop organized by the Peruvian Center for Social Studies - CEPES to discuss and review the planning and goals of the project "Assistance Service Call Centre Operators" .. This project seeks to develop capacities of telecentre managers, strengthening them as development actors and to promote working in a network. After the workshop it was decided to establish a cooperation agreement between the project "Assistance Service Call Centre Operators" of the project CEPES and ACT! Ivate support the creation of the Caribbean Alliance ACT! driven Taigüey Foundation.
From next August and responsible managers of telecentres in Latin America will be available to support service aimed at strengthening their management skills and sustainability of telecentres, in its relations with the community and users, among others. To plan and design the service we have started to recognize the importance of the role that those who work daily in call centers, it is understood that capacity with these actors depends on the efficiency and effectiveness of telecentres to promote development in their communities and achieve the objectives for which the telecentres were created. This project seeks to develop capacities of telecentre managers, strengthening them as development actors and to promote networking working through three services:
(1) responding to requests for information or advice received using e-mail, website, chat, forums or telephone, among others, (2) internships to promote the exchange of experience among managers of telecentres, and (3) a web platform that includes a resource center which organizes the information produced as a result of these activities and other materials available, and provide opportunities for expression, participation and exchange among telecentre managers through forums and individual blogs theme among other tools.
The proposed support service is an initiative of the Peruvian Center for Social Studies - CEPES (http://www.cepes.org.pe/) and telecentre.org similar to that being developed in countries like Uganda for Africa UgaBYTES East and Central Africa (http://ugabytes.org/supportcentre/) and the Federation of Mali Telecentres Mali (http://www.fetema.org/aideenligne/), among others. In Latin America and the Caribbean there are various initiatives to support telecentres and this project seeks to collaborate with these initiatives, for initiating this collaboration, in March a workshop to discuss and review the planning and goals of the project that involving several organizations in Latin America. The participating organizations were Colnodo (Colombia), Telecentre Association Assets in Chile - ATACH, Taigüey (Dominican Republic), LaNeta (Mexico), NodoTau (Argentina), Argentina Telework Association - AAT (Argentina), Practical Action (Peru ), Engineers without Borders, CONDESAN (Andean Region) and the Rural Information System of Arequipa (Peru), the same as offered to participate in the project through the collaboration of experts in various subjects and promoting service among their telecentres countries.
(Text compiled from this source )
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