I need to develop some short literature/training session for call takers/message handlers.

They are not in a call centre environment, but will be members of staff who will be called upon to take messages from callers and will be required to record messages correctly, extract information, and use some degree of questionning skills in order that the message taken is appropriate. They will need to ensure all the relevant information is taken from the caller and recorded.

Does anyone have any training materials/powerpoint/exercises etc. that may be suitable for me to adapt for this purpose?

My e-mail address is glen_d_curry@birmingham.gov.uk

The problem is the first training session is on Friday (2nd Nov)!!!

Many thanks
Glen Curry