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LTFS puts the sparkle back into training Program cuts employee turnover and improves morale

LTFS puts the sparkle back into training Program cuts employee turnover and improves morale 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Resource Management International Digest Emerald Publishing

LTFS puts the sparkle back into training Program cuts employee turnover and improves morale

Human Resource Management International Digest , Volume 16 (4): 3 – Jun 6, 2008
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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0967-0734
DOI
10.1108/09670730810878439
Publisher site
See Article on Publisher Site

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.

Journal

Human Resource Management International Digest – Emerald Publishing

Published: Jun 6, 2008

Keywords: Call centres; Employee turnover; Training; Customer service management

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