- Call centres employ approximately 1-2% of the working population and in some regions as much as 4%.
- The industry is increasingly competitive and learning and development provide a key advantage for organizations.
- The only book to concentrate solely on learning and development within call and contact centres
- With contributions and case studies from international experts on raising standards through training in call centres
The Call Centre Training Handbook
A Complete Guide to Learning and Development in Contact Centres
The Call Centre Training Handbook provides line managers, trainers and coaches with practical training and measurement techniques for improving call centre and contact centre performance around the world.
Key features at a glance
EAN: 9780749450885
Edition: 1
Published:
Format: 242x163
336 pages
About the book
The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centres. Whether it is induction or periodic training, those who train staff will find it an indispensible resource. It also offers call centre managers and trainers information with which to benchmark training and identifies best practice in learning and development.
The book addresses the key areas of training call centre staff including; quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance. International case studies provide the reader with practical examples of real-life training, while sample exercises and models supply the tools to deliver effective learning.
About the authors
John P Wilson is a consultant and researcher and holds positions at Oxford, Sheffield and Bradford University. He is the editor of Human Resource Development and author of Experiential Learning (both published with Kogan Page). John is Director of the EU Commission project Call Centre Training and Knowledge Transfer.
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