Celebrating the Impact of Cnect Wales’ Pre-Employment Training Programme
In 2024, with the support of Cardiff Council and the Shared Prosperity Fund, Cnect Wales launched a Pre-Employment Training Programme with a simple but powerful goal: to support people into meaningful employment by equipping them with the skills, confidence and knowledge needed to succeed in the customer contact and customer service industry.
As the programme comes to an end, we’re proud to reflect on the positive impact it has had, not just in terms of numbers, but in opening doors, building confidence and creating genuine career opportunities.
Supporting People into the Customer Experience Industry
Designed to prepare individuals for entry-level customer service roles, the programme provided participants with practical, job-ready training aligned to the real expectations of contact centres and shared service environments. From communication skills and customer experience to confidence-building and interview preparation, the course focused on helping people feel ready to step into the workplace from day one.
Over the lifetime of the programme, 182 people have been supported through pre-employment training. This strong uptake demonstrates both the demand for accessible skills development and the value of industry-led training.
The programme has also achieved a completion rate of 77%, highlighting the quality of delivery and the level of engagement from participants.
A Diverse and Inclusive Cohort
One of the most inspiring aspects of the programme has been the diversity of those taking part. Participants came from over 17 different national backgrounds, bringing a wide range of backgrounds, experiences and perspectives into the training environment.
This diversity reflects the reality of the customer contact sector itself, a people-focused industry that thrives on communication, empathy and inclusion, and reinforces the importance of creating accessible routes into employment.
Building Confidence, Skills and Employability
For many participants, this was their first formal training experience in the sector. Beyond technical skills, the programme helped individuals build confidence, develop professional behaviours and gain a clearer understanding of workplace expectations.
Feedback consistently highlighted the positive impact the course had on confidence, motivation and readiness for interviews, helping participants see customer service as a viable and rewarding career path.
Looking Forward
The success of the Pre-Employment Training Programme demonstrates what can be achieved when industry insight, community engagement and targeted funding come together with a shared purpose.
While the programme has now concluded, its legacy lives on through the individuals who are better prepared to enter the workforce and the employers who continue to benefit from access to motivated, work-ready talent.
At Cnect Wales, we remain committed to supporting skills development, widening access to opportunity and strengthening the future of the customer contact industry in Wales and we’re incredibly proud of what this programme has achieved. Thanks to our trainers Andrew Ashby and Anne Derbyshire, our incredible trainers.
