General Physics (UK) Ltd

Call Centre Training Services

The number and size of call centres is growing every day in the UK. For many companies, call centres provide a focused means of handling both inbound enquiries and outbound marketing. However, a common industry problem is staff training, motivation, and retention.

Call centre operations are hectic. The pressure to respond is relentless. Staff knowledge of products and services, system software knowledge, and customer care are crucial to the success of the operation. Training helps staff at all levels provide excellent, confident service and make the centre efficient and cost-effective.

GP offers training in a number of areas fundamental to the successful operation of any call centre:

• Communication and Customer Care Skills—Communication and interpersonal skills are fundamental strengths of any call centre employee. Personal effectiveness can be improved by learning and applying critical customer service behaviours in real life situations.
• Team Building and Leadership—Functioning well in a team environment—either as a member or a supervisor—requires an understanding of the basic principles of effective teamwork and the synergies that are required to produce positive results.
• Business Applications Training—Call centres run on technology. Staff efficient in using your chosen software system will be more effective in helping your customers and taking orders.
• NVQ Programmes—Working toward a recognised national or Scottish vocational qualification (NVQ or SVQ) can provide motivation and interest for employees at any level.

For more details, please download our Call Centre Training Services brochure (61KB PDF).