Nationwide dials up training over the telephone for call‐center staff: ... and the results surpass those of the classroom‐based approach
Human Resource Management International Digest
ISSN: 0967-0734
Article publication date: 1 January 2004
Abstract
The Nationwide’s regional call centers are designed to supplement the services of the society’s two main call centers, in Swindon and Nottingham. These two centers employ hundreds of staff, trained face to face by instructors working in classrooms. In order to meet the needs of the new regional centers, the Nationwide had to find an efficient way of introducing new staff and managers across the country to basic call‐center skills and to the Nationwide customer culture while maintaining an acceptable level of service.
Keywords
Citation
(2004), "Nationwide dials up training over the telephone for call‐center staff: ... and the results surpass those of the classroom‐based approach", Human Resource Management International Digest, Vol. 12 No. 1, pp. 12-13. https://doi.org/10.1108/09670730410516380
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited