I would like to find out any views or benchmarking info about best practice training delivery to call centre staff. I'm interested in the type and quantity of training to all levels of CC staff, plus any knowledge about role progession structures in such an environment. Business sector context would be a help if you have it. Thanks.
Steve Adlard
2 Responses
Scenario based training
Hi Steve
As with any best practice training the closer to real life the better. The more complicated the call or product concerned the more uselful I have found scenario based training to be. In short you start with the simplest call someone is likely to recieve and train them on just the elements they require to effectively handle it. This gets over the problem of training lots of theory upfront on the product itself with the telephone techniques being bolted on at the end. There is loads more I could say on this as you raise a number of queries so if you would like to know more feel free to drop me a mail – cullingfordn@hotmail.com
Regards,Nigl
Call centre training
Hi Steve
I do not know if this helps, if it does and you want more info email me.
Rotherham College of Arts and Technology have a purpose built call centre training centre. It is the only one within the colleges of Rotherham and uses the same software that the call centres use. The training however, is not just about working in a call centre and getting people to use the equipment. The college has linked in with this training other training such as confidence building, IT skills and the generic skills needed for dealing with people.
It seems to be proving very successful and if you like I cam get you contact details (with their permission of course) for you to talk directly with some of the staff.
Cheers
Chris.