Hi All-

I hope someone can help me - I recently joined a public service contact centre and have been tasked with creating the training profile. Presently, they have no structure in place for any training or development of the front line staff.

It is a typical customer service environment - we are dealing with members of the public who have questions or concerns relating to a number of public services in their part of the community.

I am in the process of designing a call evaluation/ marking system that will be linked to a coaching programme and I would be grateful for any suggestions regarding the core areas to be marked or even some examples of documentation already in use.

Ideally, I would like to come a visit a few private sector operations to get a feel for how I can incorporate successful ideas and practices into the public sector.

Thanks in advance!

Martyn

Hi Martyn, A good place to start is by downloading the Contact Centre Careers & Skills Framework at: www.e-skills.com/ccframework. Then if you go to the CCMA website from the "resources" tab on the CCV site you can find some good stuff on the Varney Report on E Government and the work that is being done by the Cabinet Office Working Group on public sector contact centre standards.

Or you can find the detailed guidelines at: www.coi.gov.uk/ccg

Thanks for that!

I post a reply letting you know how I got on in a few days.

Martyn

Hi Martyn

I have read you posting and feel i can help or at least point you in the right direction

If you would like to send a blank email to jnicholson@businesssystemsuk.com i will send a relevant case study to you

With My Regards

John

Seems a little bizarre to be posting a reply to my own question - but in case anyone else has read this and has used the suggestions outlined by Anne-Marie and John - I have also come across a great site that houses an array of frameworks for you to look over and use.

https://www.jgpskills.co.uk/FrameworkLibrary/Home/

Hi Martyn,

One way of identifying the training needs of agents is to get post-call feedback from customers on aspects of their call handling such as politeness, understanding, and whether they had the infomration they needed to deal with the enquiry. The discussion thread on post call surveys in 'customer service issues' touches on this. Using customer ratings to identify training needs means that you focus on the issues that matter and training can therefore make a direct difference to customer service.

Hi,

In order to provide world class customer service, many factors need to be considered.

If the product/ process training is vast then you will have to work hard and step-by-step you will have to fix the problems. Process knowledge comes first. After they are trained on process the call flow is of crucial importance.

In Customer service rapport building, multi-tasking, and resolving the consumer's concern efficiently and accurately is important. No customer wants to be on phone for more than 5 minutes. The scrip has to be well designed keeping in mind the time, flow, concern, and resolution.According to me the structure could be as follows:

Customer service is all about getting into the customer's shoe and resolve the problem. Listening-skills, patience to listen and providing accurate solution is the key to customer service.

1) Opening of call:
Hi this is xyz at abc company, how can i help you?

--- customer expresses concern

2) Discovery questions and re-stating the concern--- to find and clarify if the CS rep understood the customer's concern. Once the customer's concern(s) are clear proceed further by restating it.

eg: So Mr Smith, If i understand you correctly you have concern a, concern b and you want us to assist you with c etc..

3) Resolution: State concerns 1 by one and resolve it.

4) Ask if there is any thing else they need you to assist on. -- If no close the call.

I can provide you some written material on this.

mail me on abhijitk.mishra@gmail.com

Thanks
Abhijit kumar Mishra

Manager operations
Beryl Infosol Pvt. Ltd.