I have recently been appointed Trainer of a small call centre. I need to develop training for agents which will carry them through the job. I have no budget and need to obtain free information on course topics and content. All help or would be gratefully appreciated!
Regards,
Jacquie.
Jacquie MacIver
3 Responses
This should be of use
Jacquie,
the url below will take you to our Trainers Toolkit.
This area has a large ammount of contant available for free downloads, as well as some pay per view doccumentation as well.
https://www.trainingzone.co.uk/cgi-bin/item.cgi?id=38347
Free Training
As well as resources on this site you can obtain from a number of awarding bodies the course content overviews free of charge. This can help you in locating the right sort of training for your staff when the budget arrives.
In addition also search on this site the free grant funding available to your area as you may be eligible in some areas. Also consider the ILA accounts for the staff as the IT as well as the vocational budget of £350 per head can stretch learning for any individual.
Useful Publication
Jacquie,
You will find some useful performance criteria charts to help assess your call centre agents in a book called “Delivering Customer Service” by Sheila Payne (2nd edition). ISBN No. 9781857034868. Book publisher’s web address is: http://www.howtobooks.co.uk. In my previous employment, I was a senior manager for a call centre that handled complaints – I found this book useful. If and when you are given a budget, I can recommend an excellent external training company that have specialised in customer care, in call centre environments with great results.