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.
Human Resource Management International Digest – Emerald Publishing
Published: Jun 6, 2008
Keywords: Call centres; Employee turnover; Training; Customer service management
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