Call centre launches staff training 'to improve customer care'

Date: 03/01/2012

Companies that provide 0800 numbers for customers to call with enquiries may want to follow one firm's example and invest in staff training to boost client care.

The Yorkshire Post reports how Intraining has launched an apprenticeship programme for 20 employees who handle questions regarding apprentice schemes.

Contact centre manager Maureen Matheau-Raven said: "Those working in call centres are often perceived as unskilled workers and nothing could be further from the truth."

She added that is takes "a great deal of competence" to handle large volumes of calls.

According to Ms Matheau-Raven, the training programme is designed to ensure the customer service team have a thorough understanding of what an apprenticeship actually entails before giving out advice on how to join a scheme.

Intraining operates out of a network of 80 regional offices across England, Scotland, Northern Ireland and Wales.

The organisation works with employers, training providers, funding bodies and members of the public.