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Graduation bay

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I am looking in to the possiblilty of setting up a graduation bay in the call centre where I work for those who have completed a 4 week training course.

I would like some advice on best practice in other graduation bays e/g the ratio of managers/floorwalkers to trainees etc, and also some ideas of the areas I would need to take into consideration when researching this idea.

Many thanks
kay higham

5 Responses

  1. Graduation Bay
    Key,

    I have had previous experiance at setting up graduations bays for several companies.

    Please feel free to drop me an email if you wish to discuss further.

    Neil
    [email protected]

  2. Graduation Bay
    I have previously set up something similar – please drop me an email if you want to set up some time to discuss, as the issues can be complex, and will depend on the way that your centre operates just now.
    Gillian

  3. More please
    Please let everyone know, lets share. Both these responses are against the rules of the forum and give nothing back.

    >>>>Responses to Any Answers MUST provide helpful comments to assist both the questioner and other interested readers which must be visible on the site. Blatant promotion of your own business services and postings which ask the questioner to simply contact offline, without providing helpful information on the forum itself will be removed.

  4. ‘Model Office’
    Hi Kay

    We use a similar environment to your idea of a graduation bay. We call it our model office where trainees take live calls with support. There is a ratio of 3 trainees to 1 mentor who is an experienced member of staff (with mentor training) who normally works in the department that the trainees will be moving to. We find that the use of managers can intimidate trainees and they tend to avoid asking questions, whereas the use of staff that are doing the role that the trainees are learning gives them more confidence to ask and also they have a friendly familiar face to turn to when they go into their department. It has been working very well for us for years.

    Good luck with your graduation bay.

  5. Graduation Bay
    Kay, firstly well done for exploring this concept, it’s certainly one that works tremedously well in many organisations.

    I’d certainly explore the best balance of floor walkers and managers but also carefully manage the selection process for both of these roles. Where I’ve seen the copncept work best and worst, much of it was to do with these key roles.

    In addition I’ve found it important to explore and challenge the commitment to the overall process. One of the big ‘Centre of Excellent’ projects I was involved in was fantastically successfully until the business withdraw the majority of the resources committed to it.

    I’d be happy to share more thoughts and experiences if they would be useful.

    Best of luck with the project.

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