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Searching for best practice in training for call centres

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As part of an ongoing relationship with the University of the West of England, I have joined LloydsTSB's HR Business Strategy & Change team on a work placement which will enable me to complete a Dissertation for my MA in Human Resource Management.

As you are aware Telephony and Electronic Services is one of the fastest growing areas of the financial services sector.I am undertaking an investigative project examining the training currently delivered to support LloydsTSB's business needs.This will not only incorporate the type of training they undertake but also an assessment of the suitability of the methods they use to deliver the material, benchmarking their success against other companies who manage successful call centres as appropriate.

I am looking to benchmark LloydsTSB against similarly placed organisations, ideally in the finincial services sector, but this need not be the case.

As the business moves to more automated responses to customer enquiries and increasesingly to Internet banking, I am keen to determine which training methods will be the most appropriate to meet the business's future needs.

Can anyone help?

Peter Durham
[email protected]
tel: 01179 731302

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