The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres

by Wilson, John P.

• ISBN13: 9780749450885
• ISBN10: 0749450886
• Format: Hardcover
• Copyright: 2009-02-01
• Publisher: Kogan Page Ltd

Summary

The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centres. Whether it is induction or periodic training, those who train staff will find it an indispensible resource. It also offers call centre managers and trainers information with which to benchmark training and identifies best practice in learning and development.The book addresses the key areas of training call centre staff including; quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance. International case studies provide the reader with practical examples of real-life training, while sample exercises and models supply the tools to deliver effective learning.

Author Biography

John P. Wilson is a consultant and researcher and holds positions at Oxford, Sheffield and Bradford Universities, UK.  He is the editor of Human Resource Development and author of Experiential Learning (both published by Kogan Page).  He is also Director of the EU Commission project Call Centre Training and Knowledge Transfer.

Table of Contents

List of figures
List of tables
Introduction	p. 1
The big picture: learning, training and development in contact centres	p. 4
Structuring learning and development	p. 28
Skills and competencies	p. 51
Recruiting, inducting and socializing new employees	p. 74
Communicating and connecting with the customer	p. 93
Delivering excellent customer service	p. 126
Coaching and mentoring	p. 155
System skills training	p. 177
Management development in call centres	p. 202
Developing emotional intelligence and managing stress	p. 228
Managing international cross-cultural communications	p. 256
Managing and evaluating performance	p. 279
References	p. 302
Index	p. 313
Table of Contents provided by Blackwell. All Rights Reserved.