13 Responses

1. call centre trainers
   Hi Susan. Myself and a colleague, Carole Stevenson, are both trainers within the call centre industry. Carole and I have been working as freelance trainers for 2 and 5 years respectively, focusing specifically on designing and delivering bespoke courses for agent, team leader and manager levels within call centres. I am uncertain what kind of information you are looking for Susan, so perhaps you would like to contact either myself or Carole and we can communicate further.
   Look forward to hearing from you.
   Regards
   Victoria Gerrish

2. Call Centre Trainer
   I am a training officer for a large call centre in Nottingham – I am unsure of your reason for posting your request – get in touch if I can help you with anything. I am always happy to share info and experiences / build contacts etc,

   regards,

   Julian

3. Several years experience in call centre training
   Susan – my experience in the call centre training has been from consultant to management of the training function. I’ve recently moved into freelance working. Not too sure what you would like to know but feel free to e-mail me for more info.

4. Information on Call Centre Training
   Hi,
   I have experience of setting up a call centre, this involved recruitment and selection and designing training programmes. The programmes I designed and implemented resulted in new staff performing at 15% above expected productivity.

   My experience also covers the implementation of job competencies for agents, team leaders and managers and the introduction of “coaching clinics” which led to an increase in performance management and problem solving skills.

   I’m not sure what particular area you need more information on but if any of the above will help then please contact me, I’ll be happy to help.

5. I work for a large firm of Solicitors on the helpd
   I work for a large firm of Solicitors on the Helpline. We have over 700 users who require telephone and personal support. Prior to this I was a Systems Trainer delivering training to groups of delegates on all internal software. I also worked for a local college teaching various IT applications courses.

   On the Helpline, we back up the rest of the training department and identify training needs from the calls we receive.

   We have only been in operation since March of this year and have already had over 5600 calls.

   If you would like to ask any specific questions, I will be more than happy to discuss this with you.

   Best regards.

6. Freelance HR Consultant
   Although not a call centre specialist, I am working with a national service organisation in Essex re-organising their call centre into area teams, so that they can provide a real ‘service’ to their customers, rather than remaining a ‘call producing factory’. I’m training the new teams, not only in telephone and customer service skills, but also in teamworking and problem-solving.

   I have been a freelance consultant for the past 5 years, and have been lucky enough to have undertaken a wide variety of project from chairing a joint management/union job profiling team, to designing, developing and delivering instructional techniques workshops for shop floor workers. I am most interested in developing the potential of previously undeveloped employees.

   Please e mail me for further details, advice or assistance.

   Hope to hear from you.

   Denise

7. freelance trainer and part of a network
   I’ve been a trainer running my own business for over ten years. I work with group of trainers with wide experience and a range of specialities (from sales, through finance to management and personal development.)

   Recently we have worked with call centres in the cable communications industry and in the financial services sector. This work has been both with management (developing their management and supervisory skills) and with staff (developing sales skills and their ability to establish rapport over the phone.)

   Would be interested to know more about the project you’re involved with to see if I, or any of those I work with, can help.

   Call on 0468 464868 or e-mail [email protected]

8. 20 years experience with call centres
   Initially involved when working for Rank Xerox in the CS Dept. Set up first VDU centre. Now I am a Business Consultant and have my own company Business Focus. I am working with 2 Blue- Chip companies at present specifically in relation to NVQ development. Please let me know if I can be of any assistance.

   Regards Chris

9. Response to Susan Cole
   Hi, Whilst I’m not directly involved in call centre training, one of our business partners is, significantly involved and is likely to have a short database of freelance trainers/etc in the call centre training sector. Contact me directly if you’d like a contact name/address/number. All the best. Simon McElroy. The key Network.

10. request for dynamic call centre trainers
    Hi Susan! Freelance since 1995, my specialist training areas are telephone customer contact skills, handling complaints, telesales and – the key to skills development success – training team leaders/managers to coach their agents! I have also been involved with research into call centre qualifications and spoken at a call centre forum on motivating in call centres through training. Be delighted to hear from you. Wilma.

11. Trainer in Call Centre
    I’m an IT technical trainer in a large (400+) call centre based in Nottingham. Get in touch if there is anything I can do to help.

12. Training for Call Centres
    Susan, I’m not sure if this will help but my company provides training simulators for Call Centres covering Operator, Team leader, Coaching, Outbound Telesales and Customer Service. The products use the experience gained from real practitioners in the field and work exceptionally well in the high turnover, high stress Call Centre world. Check out our web-site at http://www.adacel.co.uk and if it looks of interest then please get in touch. Regards, Alastair

13. Call Centre Training
    Hi Susan
    I have several years experience delivering call centre training including customer care, teambuilding, communication and telephone skills. I have worked for British Gas as a National Trainer, Mobile Phone Companies and currently the call handling at Derbyshire Constabulary.

    If I can be of assistanec please let me know.

    Maria