Access the full text.
Sign up today, get DeepDyve free for 14 days.
References for this paper are not available at this time. We will be adding them shortly, thank you for your patience.
Purpose – The paper describes how Dial‐a‐Cab, the largest supplier of licensed taxis in central London, has introduced a program to provide Level 2 National Vocational Qualifications to contact‐centre staff. Design/methodology approach – The paper details the reasons for the program, and the results it has achieved. Findings – The program has delivered a significant improvement in staff morale and engagement, driving up customer service through consistency and professionalism. Practical implications – The author contends that, as a result of the improved career development, Dial‐a‐Cab is able to attract higher‐caliber candidates to its contact centre. The commitment to professional qualifications is gaining significant approval from customers, boosting satisfaction and supporting business growth in excess of 16 percent in the past year. Originality/value – The paper demonstrates that the program has also provided staff with a greater understanding of the entire customer‐service process, including the role of team leaders, which has helped to drive up standards.
Human Resource Management International Digest – Emerald Publishing
Published: Aug 29, 2008
Keywords: Career development; Training; Employee morale; Organizational culture; Passenger transport
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.