To get the best results from your customer service and sales teams do you rely on your team leaders and training department to carry out all of the training or do you ever outsource to an external training comapny to give a different angle on things?
Outside help ??
Call Centre Helper Forum » Call Centre Management
(3 posts)
In my humble opinion, a view from the outside always helps. I would check to see if your HR department is tapping the right resources in terms of the right training methods in relation to your specific business and client set. Many training companies that work with contact centre are used to funnelling through skills through your internal training teams, so it should be a win/win for all. It also is best practice, as it retains the skills in house for future recruits.
Best of luck
Gene
Posted 1 year ago
We like to balance the tried and tested in-house methods with support from external providers. We tend to use external providers for something specialist (e.g. behavioural profiling) or where we need a boost in a particular area. We also try and set something up with the training provider which ensures there is a follow up rather than just have one-off activity
Posted 1 year ago
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