Hi everyone, im new to this so be nice. We currently have a call centre of 500 staff and we cascade new procedures/updates via e-mail and small team meetings. Does anyone have any advice on how this could be done better. We have an intranet etc which we could utilise. any help would be appreciated.
Updating staff in the call centre
When a procedure is cascaded, proper training should be conducted to the entire support group first. These support groups (Team Leaders usually.) can conduct the update sessions thru their huddle time. To ensure that all of the agents understood what the training is about, the center can make use of it's intranet and create an online quiz. This quiz will determine if the agent should retake the training or not.
Updates should also be stored in the intranet where update section is located.
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