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Multi-skilling in a call centre


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

  1. 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,


  2. 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.

  3. Call Centre Multi Skilling
    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
    Grant Davies
    Leading Edge

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