What are special considerations when training call center personnel?
Hancock: Call Centres are typically characterised by high employee turnover and a relatively intense working environment. Add to that high exposure to real time privacy issues – the risks are obvious. Call Centre staff therefore need training that works in this kind of environment – short, snappy but regular and persistent training based around case studies, scenarios and using practical, real-world examples. Legal experts are not required here, but best practice and a clear understanding of boundaries and no-go areas are essential. The key is little and often but also clarity and regularly refreshed content, the use of games, exercises and quick tests should be encouraged – the material has to deal with low attention spans and all the working issues identified above. Nymity: What are special considerations when training retail environments? Hancock: There are very similar considerations to those identified above. However, the intensity of the working environment tends to be somewhat l
