E-learning 'good for call centres'

Date: 03/11/2011

Enterprises setting up new call centres and purchasing revenue share numbers may wish to invest in some e-learning solutions for their staff members.

David Patterson, director and consultant with e-learningcentre.co.uk, explained these programs are a cost-effective and practical solution for companies.

In particular, he believes they can have "hugely impressive" results when used in contact centres.

"E-learning is proving very adept at delivering system simulation training in call centres. The systems are accurately simulated to support skilling up new members of staff," Mr Patterson stated.

Furthermore, the extra training may improve the performance of employees, thus resulting in better customer service and happier consumers, the expert added.

He noted e-learning has come a long way and now utilises gaming, video and animation to engage workers.

HomeServe recently revealed it is retraining some of its employees as it is being investigated by the Financial Services Authority over claims of mis-selling in its call centres.