Call centre training: Need is overseas
I enjoyed the feature in your September issue on call centre training and agreed with much of it.
But I believe the real training issue is that given to overseas staff manning call centres on behalf of UK organisations. I have always found calls to UK-based call centres to be handled efficiently. The same cannot be said of overseas centres. My experience of those has led me to sever contracts with suppliers.
Perhaps e-learning may be one way of improving performance at overseas-basedcall centres.
John Ellison, L&D manager, Nottingham
Diversity training: More essential than ever
I was dismayed by remarks in your last issue describing diversity training as comprising “mind-numbing tendentious tripe”.
The fact is that, in a society as diverse as ours, it’s essential for many staff, especially those in direct contact with the public, to be made aware of cultural and gender differences. Treating everyone the same is not an option.
Jane Dixon, training manager, London
The unskilled: Even they need training
Your point, in the September issue of T&C Today, that it’s perfectly understandable that millions of workers receive no training at work because they are in unskilled jobs, is rather disingenuous.
My view is that just about any job can be done better through training, and the need for statutory training applies across almost all jobs. Also, responsible employers should seek to develop their employees’ skills and careers, and training and learning and development is essential to this.
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Your explanation of the points made in the TUC’s 2020 Vision for Skills report was too simplistic.
Gary Buck, training adviser, Redhill, Surrey
