I work in a call centre and have a bureau environment with a number of small established teams working on different products / services and different systems and procedures. WE would like to look at multi-skilling these teams but need to know where to start first! I haven't done anything like this before - can anyone help?
Gemilla Holden
3 Responses
Multi-skilling in a call centre
Hi Gemilla,
Without knowing your background or function, it is not easy to assist. I would hate to try and teach you to suck eggs!
There are several ways to approach this activity, but the difficulty may arise in taking people away from their positions. I would be happy to assist you with some ideas. Drop me a mail and we can discuss your needs in more detail.
Always happy to help!
Kind regards,
Clive
Call centre competencies
Hi Gemilla
We have a call centre competency framework which we developed across a range of cc environments – Bureau, Finance, Support & Emergency. It’s pulled together into one document – designed to work as a generic, master competency list. I would be happy to share the relevant bits with you as it was generated for research purposes. Pls call on 01865 422383 or email [email protected] for more info if its of interest.
Conall
Call Centre Multi Skilling
Gemma
Suggest you contact Tony Ingleby of Axis Corporate Development. I know he has done a lot of excellent work with call centres.
[email protected]
or call him on 07967 330379
Regards
Grant Davies
Leading Edge