Poor call centre staff training leads to dissatisfied customers

A
lack of training and support for staff working in call centres is leading to
growing frustration among customers, according to a survey.

The
report, conducted by the Institute of Customer Service (ICS) found that call
centre employees were struggling to deliver a high quality of service because
of poor training, internal systems and processes.

Sign up to our weekly round-up of HR news and guidance

Receive the Personnel Today Direct e-newsletter every Wednesday

Email(Required)

OptOut

From time to time, we will send you emails about selected products, events and services from Personnel Today - but you can choose to opt-out at any time. If you do not wish to receive these emails, please tick this box.

Email

This field is for validation purposes and should be left unchanged.

Δ

According
to the results of the poll, just 36 per cent of staff were satisfied with the
level of training they currently received.

ICS
questioned 3,000 workers and despite individual learning rising by 7 per cent
since 2001, it claimed the sector was still being hampered by a lack of proper
training.