News: Customer Service/Care
Customer service training: Call centres being transferred to the UK
03 August 2009
Customer service training has been highlighted by companies' decisions to move their call centres back to the UK, an expert asserts.
Anne Marie Forsyth, chief executive of the Customer Contact Association, tells the Mirror that the original decision to outsource these services ignored consumers' issues with this.
She suggests that many managers do not understand the workings of call centres and focus on the number of queries processed.
"They didn't understand agents were the frontline of contact for their firms and the focus should be on quality," she asserts.
Ms Forsyth says that those examples where outsourced call centres are most effective is where a strong customer service training programme has been put in place. It is important not to condemn all overseas contact centres indiscriminately, he states.
Recent research by BDO Stoy Hayward has found that three quarters of shoppers would leave a store if they received poor consumer care, highlighting the value of customer service training.
Customer Service training with GA is designed to help individuals and organisations provide consistent levels of service at each and every point of contact. We work with you to identify your customers’ needs and their expectations and then we help you to build rapport and provide an unrivalled customer experience.
