Keywords
Citation
(2001), "Call centre training videos", Journal of European Industrial Training, Vol. 25 No. 1. https://doi.org/10.1108/jeit.2001.00325aad.003
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Call centre training videos
Call centre training videos
Keywords: Video, Training, Tele-marketing
A survey by the Australian Services Union found that 88 per cent of call centre workers suffer stress with 83 per cent taking up to ten days sick leave. A further 5 per cent take 25 days or more because of stress. Rude customers, call monitoring/recording, unsupportive managers and a need for more training were all partly to blame.
"Hotlines" is a new series of 12 call centre training videos which have recently been released by Gower Publishing.
Filmed on location at an international bank, a major telecommunications company and a busy airline call centre, "Hotlines" has been designed to improve motivation, professionalism, call skills and customer service.
The series has been developed by psychologist, Eve Ash, and includes Managing Anger and Abuse, Building Relationships, Handling Upset Customers, Controlling Call Time and Focusing on Results.
Each video is 11-16 minutes long and comes with a free self-paced workbook to accompany the whole series. This 122-page colour resource is for use with each of the 12 different videos. The workbook gives the user the option of using the video for group training or for individual development. It costs £19.99 but comes free with every video ordered.
A single video costs £350.00 to purchase (including one free copy of the workbook), plus carriage and VAT; or £95.00 for five days rental, plus carriage and VAT. The complete series can be purchased for £3,500 (i.e. 12 videos for the price of ten).
Further details from Gower Publishing Limited, Gower House, Croft Road, Aldershot, Hampshire GU11 3HR. Tel: +44 (0) 1252 331551; Fax: +44 (0) 1252 344405; E-mail: info@gowerpub.com. Web site: www.gowerpub.com