Job Training Programs During Job Shortage

The benefits and detriments of job training programs during a job shortage economy sample PHD dissertation, to work out and bridge the gap between the existing policy, the industry market needs, and the available labor market workers’ skills.



The employment status of the population is not dependent on training alone, although the legislation may assume it is sufficient to boost their way of living. The overall unemployment rate is also dependent on the cyclical trends of the economy (Lafer, 2002). The job training policy comes into play to help people qualify for a certain job position given the appropriate training to improve personal skills.


The question lies in the type of training program that could best suit the person’s current knowledge and skills, which would facilitate the transition from dependent to being self-sufficient. As a start, the organization giving the training program should work out with government policy if the training needs to be voluntary or mandatory.


In a job shortage economy, does the training support program need to be voluntary or mandatory? Government policy should be more specific in making the ground rules for the type of training being provided to the individual. The efforts need be related to the local economic activity and economic development initiatives (Lafer, 2002).


This includes the length of the training, guidelines on making follow-ups after the training, and job placement strategy. The training may need some distinct link to the existing economic development and the skills of the individual. There may be a need to define the focus of the job training efforts such as general workplace behavior or occupation specific skills.


This study seeks to define the role of job training programs during job shortage economy and create a job training program model which design effectively supports the existing local economic activity and development. This means developing the best training support program that accurately responds and addresses unemployed individuals.


This study will examine existing training programs and explore emerging themes that would likely demonstrate skills match or mismatch to the demands and needs of the call center industry.



Statement of the Problem

The problem of this study is the match of the training programs to the skills of the individuals taking the training and the needs or demands of the call center industry. Understanding the barriers to training may help analyze the job placement opportunities and issues that the local population experienced and sees as a challenge.


There may not be enough training programs given to unemployed individuals between 18 to 30 years of age that is associated with the demands of the call center industry. There is a need to identify the average literacy education of the unemployed individuals as well as the other players of the industry, including the government and nonprofit organization giving support training and placement programs specific to the call center industry.


The study will explore on some specific types of call centers that allows work to be done at home as an inbound call support or outbound telemarketing and those that allows outsourcing of some call center task. This allows individuals to pursue higher studies, manage their time, and undergo more training to enhance occupational skills. This means exploring the possibility that call center companies may provide the appropriate training programs for their workforce.



Significance of the Study

The study is significant to the government because it will literally make them aware of the importance of providing industry specific and skill specific training support programs to meet both the demands of the call center industry and the skills that an individual may offer. The study is important to the development of the local economy because it will motivate people to work from home or as an outsource call center representative and continue to pursue higher education.


The outcome of this research might help government officials realize that there is a need to change policy for providing support training programs, which may lead to performing more industry specific training models. Helping individuals prepare themselves for a very specific role in the call center industry might help them receive job offers that might boost local economic activity. However, there should be a support training program model that both government and nonprofit organizations may offer that would be acceptable to the call center industry.



This model should accurately support the training program provided by the call center industry. This will sound like a first stage and a second stage training program where the government and nonprofit organizations will provide the first stage training.


The call center industry follows to provide the second stage training. This framework emphasizes the need for an industry specific training program that both should work out for the benefit of the industry, the applicant, and the local economic activity. During an economic recession or job shortage, outsourcing or allowing workers to work from home could save the company much in-house and benefits expense.


This will also help individuals spend less going to the physical office and getting caregivers for their children. This is a win-win situation the benefits the local population, the industry, and the local economy.



Research Questions

The following research questions will guide the research design and collection of data

  • What are the skills that the call center industry needs to support and deliver offered services?
  • What specific functions or services would the call center companies willing to outsource or let a home based individual work?
  • What specific skills do call center companies allowing outsourcing or work from home demands from applicants or employees?
  • What specific skills do individuals between ages 18 to 30 years have that could respond to the needs of the call center industry?
  • What are the existing training support programs do government and nonprofit organizations provide to help these individuals get a job?
  • Do the support training programs match the demands of the call center industry?
  • How much does it cost to provide the training and how far will the government and nonprofit organizations go to help these individuals?
  • What is the best support training program model that could help individuals receive job offers from call center industry during job shortage economy?




  • The government and nonprofit organization support training programs do not match the demands and needs of the call center industry.
  • The support training programs given by government and nonprofit organization are general and not industry specific.
  • The support training programs need to focus its direction on enhancing occupational skills than behavior.



Research Design

Large companies have the ability to create their own inhouse call centers, outsource, or let their workers work from home. The problem of this study is the match of the government support training programs to the skills of the individuals and the demands of the call center industry.


The focus of this study is on the outsource and work from home call center categories. The researcher feels that this is more viable study to help people receive job offers from call center companies as this is less costly and more effective as operational support to call center company functions.


This study will use the qualitative research method using the survey questionnaire and personal interview approaches. Call centers carry diverse functions such as customer service inbound calls, telemarketing, reservations, email management, help desks, and many more communication and computing services. For sure, an individual with the proper training could fit into one of the service offerings during job shortage economy.


The qualitative method could help understand the dynamics of the call centers to optimize available resources and develop support training programs. This study will explore the job training programs provided by the Milwaukee Urban League (MUL) and the United Migrant Opportunity Services (UMOS).



Qualitative method is the process of studying certain social phenomenon based on the emotions, thoughts, and experiences of the individual in natural setting focused on the emergent themes and existing practices to help understand and explain the causes and outcomes of the phenomenon (Marshall & Rossman, 2011). The researcher will use the survey questionnaire followed by the personal interview approach to collect data about the current skills of the unemployed individuals seeking work in the call center industry, the demands or required skills of the call center companies, the support training programs given by the government, and the support training programs given by the nonprofit organizations.


This will help the researcher gain insight on the match between the support programs and the skills of the unemployed individuals to the demands of the call center company.


The survey questionnaire is a tool for data gathering used by social researchers to collect information using open ended or closed ended questions (Brace, 2008). The respondents self-complete the questionnaire at their most convenient time. The survey questionnaire will be emailed to the respondents, while the personal interview will be done at the call center company, training center, and the residence of the respondents.


The survey questionnaire has been used in collecting information by the human resource development team during training for performance analysis, assessment, and task analysis (Jonassen, Tessmer & Hannum, 1999). It is the fastest way to collect data from a larger sample population. The questions could review and examine the different perspectives of the respondents about the support training programs, skill set requirements, and call center industry demands.




Brace, I. (2008). Questionnaire design: How to plan, structure and write survey material for effective market research 2nd edition. Philadelphia, Pa: Kogan Page Limited.

Jonassen, D. H., Tessmer, M. & Hannum, W. H. (1999). Task analysis methods for instructional design. Mahwah, NJ: Lawrence Erlbaum Associates Inc.

Lafer, G. (2002). The job training charade. New York: Cornell University Press.

Marshall, C. & Rossman, G. B. (2011). Designing qualitative research. Thousand Oaks, Ca: Sage Publications Inc.

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