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Seb Anthony

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Contact Centre Training


I would be interested to discuss training for contact centre agents between 8pm and 8am and any issues/considerations which need to be taken into account. I am also keen to understand how many finanical services companies offer this service
Christine Schofield

One Response

  1. Interesting….
    I have never trained agents this late obvious consideration are;
    1. Health and Safety of staff too, from and inside training venue and liability therein due to scheduling of trianing at that hour
    2. Comfort issues – perhaps more drinks and comfort breaks are required. Perhaps “informalise” training in a soft seating area
    3. Suitablity of material, presumably learning decreases rapidly in those hours so perhaps more activity based learning methods are required.
    4. In built flexibility required to adapt to ‘tiredness’ of delegates.
    5. Maybe only train between 8 and 11pm?

    So many issues, difficult to know where to start. If learning is your priority but staff only available to work those shifts. Then focus on best hours for learning and best delivery methods, otherwise train during day if poss.



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