Customer Service Training News
Call Centre Training 'Enhances Agent Communication Skills'
Customer Service Training would benefit the majority of call centres worldwide, it is claimed.
The results of the 2008 Datacraft/Dimension Data Global Contact Centre Benchmarking Report point overwhelming to a need for call centre training to improve the telephone skills and customer service provided in such outlets.
According to MyCustomer.com, the report is based on responses from 300 call centres in 36 countries across five continents.
Karina Majid, Datacraft's general manager for customer interactive solutions, said it had underlined an ongoing trend by organisations to reduce investment in training - "even though agent communication and service skills enhance customer satisfaction and the service experience".
"When we compared this year's findings with those from our inaugural 1997 report, the picture is not positive," she added, claiming that a "back-to-basics trend" sees a lot of call centres focusing more on basic performance efficiencies than the provision of development opportunities.
Approximately 38 per cent of call centre managers who responded to the survey said an agent's ability to resolve a query during the first call is their most important service consideration, while 24 per cent revealed communication skills to be their top priority.
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