LTFS puts the sparkle back into training: Program cuts employee turnover and improves morale
Human Resource Management International Digest
ISSN: 0967-0734
Article publication date: 6 June 2008
Abstract
Purpose
This paper aims to describe how award‐winning training initiatives have improved performance at call centers operated by three companies – Legal & Trade Financial Services Ltd, P&O Ferries, and Direct Line Insurance.
Design/methodology/approach
Examines the specific problems in each of the call centers and details the training initiatives that helped to overcome them.
Findings
Highlights reductions in employee turnover, improved morale, better customer service and increased efficiency and profitability as among the benefits.
Practical implications
Reveals, through the three examples, that well focused training initiatives can have a powerful impact on call‐center employees.
Originality/value
Demonstrates that, in the call‐center environment, increased efficiency need not lead to reduced customer service.
Keywords
Citation
(2008), "LTFS puts the sparkle back into training: Program cuts employee turnover and improves morale", Human Resource Management International Digest, Vol. 16 No. 4, pp. 17-19. https://doi.org/10.1108/09670730810878439
Publisher
:Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited