Collaboration – Commitment to Action – Mutual Trust
Advanced Business Services Committee
Supporting the Contact Center Community
The Advanced Business Services (ABS) Sector Partnership was launched in October 2015 with executive support of co-chairs, Steven Cramer from Newbridge Technology Solutions and Michael Hale from Arizona Federal Credit Union.
The ABS Sector Partnership is a collaboration of industry leaders, educational partners and community organizations focused on Customer Service/Contact Centers in Greater Phoenix.
This industry-led partnership is committed to identifying and advancing strategies to grow the sector including:
(1) developing a marketing and communication strategy to promote and enhance the attractiveness of the sector
(2) preparing a skilled workforce for the sector by fostering collaboration between business, education and training providers
(3) encouraging students and adults to pursue careers in the sector. The ABS Sector Partnership is convened by the City of Phoenix’s Community & Economic Development Department.
There are 5 industries that represent over 30+ businesses in ABS Sector Partnership: Finance & Banking, Education, Retail, Insurance and Information Technology
The ABS Sector Partnership has established three committees that focus on the priorities and goals of the partnership:
Career Path Mapping
Business champions from member companies proposed mapping career options in the industry. This would involve companies working together to identify common career pathways, and the core competencies needed at each level. The goal would be to produce a shared product, an industry-wide ABS career map that would be shared with local educational institutions and systems, impacting curriculum and informing students of the career possibilities of the industry. It is proposed that the Talent Development Committee create a map of ABS career options, along with metrics to measure its impact on students opting into ABS careers and local educational institutions and systems adapting their curriculum to prepare students for ABS careers.
Talent Referral Network
Business champions called for leveraging the Local Work model to develop a new ABS Talent Referral Network. The Talent Development Committee would create “referral guidelines” to set the parameters for Network. It is proposed that the Talent Development Committee develop these guidelines and outcome metrics, and engage with Local Work to sign on companies to launch a pilot of the ABS Talent Referral Network.
Building on the Talent Development Pilot Project and ABS Industry Forum, business champions envision a more comprehensive, multi-faceted branding and awareness “campaign” to change the image of the industry and encourage more local residents to choose ABS careers. This would include efforts to reach and educate high school youth as well as community college students and career changers. It would involve information on career pathways, high school outreach, actual and virtual tours of ABS businesses, internships and other work experiences, and other elements. The Marketing committee would develop a Campaign plan and launch a defined strategy with outcome metrics.
Please be sure to connect with the Phoenix ABS Team via LinkedIN: