Hi all

I work with a regeneration project in Glasgow, employing the long term unemployed for up to 52 weeks and training them with the range of soft and hard skils required within the call centre industry. We also put them through an SVQ Levell II in Call Centre Operations. Also being a commercial outsourcing centre we can offer them experience of working in alive call centre.

Until recently we outsourced all our training. We are a government funded body and as budgets become increasingly tighter we have had to start doing all our training inhouse. I have been given the task of training design and delivery and quite frankly am stuggling a little. I have to develop courses for telephone technique and customer services. I would appreciate any help you could give me.

Many thanks

Kevin

Kevin,
When you say you are a government-funded body, does that mean that this training is part of a not-for-profit entity? If so, I'll be glad to send you some 'square one' training modules and trainers notes. These include "Telephone Skills", "Creative Problem Solving" and "Developing a High Service Profile".

Please let me know, thanks.

Brent

Hi Brent

Thanks very much for replying. You are correct. Our funding is all channelled through Scottish Enterprise but comes from various sources. The Participants are all through New Deal or Training for Work. We are a commercial business but are only targeted to make an income of £25000 per year and this is injected into our host organisation, Govan intiative Ltd, also a not for profit entity. Govan Initiative Ltd is a regenration Company dedicated to regenrating the Greater Govan area of Glasgow. I would be very grateful for as much information material you could provide. Last year we had 87% of participants go onto Full time sustainable employment with 80% of those staying within the call centre industry so it is a very worthwhile investment from an employer perspective.

Thanks again

Kevin

...via e-mail. Best of luck, and please do keep us posted on the results!

Brent

Thanks for that Brent. WE have an intake of 10 newsarts on 8 April and the material will be used within their 6 week induction but I will keep you posted.

Take care

Kevin

Hi All

I have recieved some good material but am still on the look out if anyone else can help at all.

Much appreciated

Kevin

Hi Kevin,

If you have any spare info that you might be able to share? .....
I too am just embarking on supporting agents and training them in
communications with the public.

Any ideas or papers would be greatly appreciated ;-)

regards

Dee Richards

Hi Kevin,
I also need some training material. If you could send some material to muskeeters2002@yahoo.com I would appreciate that.
Thanx
Amit Mahajan

Hi every body,
I am in a of a training material, Can any body help me out. If possible kindly send it to my ID vijtecsundar@hotmail.com

thanks in advance.

This may be a little late for you, but I have a range of training resources in telephone skills and customer service on www.abctrainingsolutions.biz. All of the materials have been tried and tested in a range of retail and computer manufacturing organisations.
Hope that helps. Happy Days!
Bryan Edwards