Herald Business Section Letters
Call Centre training too narrowly focussed
Your business comment on the risk to future employment in call
centres rightly highlights the need to focus on added-value
services. However, to achieve this there needs to be a major
investment in training and education of call centre staff.
In UNISON's experience training is too narrowly focussed, leaving
staff with inadequate knowledge of all the services provided
by the organisation. Management skills in this sector are also
in need of substantial improvement.
Managers are skilled in the technical performance of their
call centre often at the expense of good people skills. This
is a major contributor to the very high turnover levels which
undermine the effectiveness of the industry.
14 West Campbell Street
Glasgow G2 6RX