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.

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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.