This project is based on an analysis of the rapid growth of activities in the teleservices and telesales sector. Customer service centres are multiplying, but the structure of the sector is weak, particularly in southern Europe, and staff qualifications are not sufficiently clearly defined.The project aims to produce a "jobs charter" taking account of the various Community initiatives existing in this field.The project will produce the following:° reference documents on employment in telesales and teleservices;° reference documents on training curricula, programmes, and the content of the modules;° a CD ROM teaching the basic techniques of all the different jobs;° an Internet-based distance learning system for self-tuition.The project will also include training for trainers, combining the use of support materials and communication methods with tests and validation through pilot training schemes.