E-learning solutions provider, Wide Learning, has launched a new course
designed to help call centres deal with customers more efficiently. Effective Customer Handling is designed for all call centre staff as part of their customer handling training, including induction training for new recruits.
A key objective of the course is to help call centre workers recognise that
the way customers are dealt with has a direct impact on the profitability of a
company. In addition to a thorough understanding of how to deal with customers and build customer loyalty, staff are taught how to listen to customers more effectively and how to handle difficult callers.
The course content can be customised to an organisation's specific requirements and has the flexibility of delivery on a company’s intranet, the Internet or CD-ROM.
Says Alan Calder, CEO, Wide Learning:
"There are around 5,000 call centres in Britain, employing nearly two per cent of the country's total workforce - a substantial challenge in terms of training and development. This course offers a cost-effective solution for organisations with large call centres. The flexibility of e-learning makes it an ideal learning tool for call centre workers on shift work with challenging schedules, and automatically tests and tracks understanding as part of the course.
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