News: Performance Management
Call centre excellence down to "strong" management and communication skills training
06 October 2008
Rigorous management training will maximise the performance of a call centre, the most recent winner of the European Call Centre of the Year title has affirmed.
Speaking about Capita's September recognition at the CCF European Call Centre Awards, the firm's programme support director also emphasised the importance of communication skills training in cultivating a successful operation.
"You have to have a good, strong management team and that can obviously resonate through the whole of the staff base, down to the contact centre agents who are our main asset," remarked John Senior.
According to Mr Senior, any call centre training should serve to motivate staff for what can essentially be "quite a repetitive and challenging job".
Capita delivers its market-leading outsourcing services from more than 300 sites, including over 50 specialist business centres of service excellence.
Other organisations recognised at the September ceremony included London Underground's customer service centre and international financial giant Citibank, which took won the Best Virtual Call Centre title.
