Call-center training focuses on top ten queries

Citation

(2007), "Call-center training focuses on top ten queries", Industrial and Commercial Training, Vol. 39 No. 7. https://doi.org/10.1108/ict.2007.03739gab.003

Call-center training focuses on top ten queries

Induction-training specialist Leaps & Bounds will partner the France Telecom/Orange training team to redesign two induction courses for contact-center employees, following a pilot program developed earlier this year.

New starters who look after pay-as-you-go and pay-monthly customers will all experience the new style of training, which makes sure that staff master the top ten queries from customers that are responsible for at least 80 percent of all calls to the contact center. The approach ensures a high level of service from new starters as soon as they start to take calls.

Leaps & Bounds will also develop the skills of internal trainers and will make sure that all trainers master this innovative approach to training so that they build self-sufficiency.

Caroline Esterson, Leaps & Bounds director, said: “The approach helps staff to master core skills more quickly by learning in context. We find, for example, that staff learn best about the system when looking at it from a customer viewpoint and through understanding what is important to the customer.”

France Telecom/Orange training manager Lisa Blewitt said: “This style of induction was piloted earlier this year at one of our contact centers and has led to a significant improvement in the performance of new starters. Our internal trainers have also learned loads about the best way to design and deliver training. We believe that the partnership will deliver a massive improvement in the results achieved during training and, most importantly, in the service received by our customers.”