Call centres are well known for their willingness to reduce costs and instill qualit so how often do trainers find themselves compromised in call centres?
Do you work for an outsourcer with clients who prefers to deliver their own 'training' which is little more than a presentation of facts by a marketing department unaware of any training practices?
How much can you influence best practice?
Have you fallen into the job of have you studied for training qualifications.
Does a TNA ever occur or is it usually bucket training?
Given the massive staff churn in call centres how do you train mandatory basic skills to staff who have already worked in 3 other call centres?

Do tell and debate

Mark Starling