Call centre course tackles retention

Team leaders at Norwich Union Direct call centres are being put through a
leadership training programme designed to improve staff retention and
performance.

So far, 80 team leaders in NUD call centres have taken part in the Open
University Business School course Leading for Results, and the company plans to
put all 300 team leaders through the training.

Elaine Finnie, NUD training project manager, said, "The course shows
people that you value them and want to retain them. It gives them confidence
and helps them improve their performance and effectiveness."

The three-month course comprises of three modules run at monthly intervals
on team leadership, performance and change.

Finnie believes the course will help improve staff retention at NUD’s call
centres and to date team leaders who have completed the training have remained
with the company.

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