Training of Employees in Call Centers

Case Study
Pages 10 (2510 words)
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Managers are repeatedly confronted by the need to decide whether a proposed nontechnical program purporting to improve their operations should be accepted or not. The main problem in call centers in UK is inadequate training of employees and lack of skills which have a great impact on quality of services delivered.


Call centers plays an important role for Currys proving customers with immediate support and assess to information (Currys Home Page 2008).
The main effects of training on the performance in Currys are improved service level delivered to customers and job satisfaction of all centers employees. At call centers in retail environment, employees who are effective at work, who can handle difficult tasks such as those illustrated above, possess particular attributes (Bateman & Snell 2004). Technically, it is referred to as expertise. These are the employees from whom others seek advice about how to approach a difficult task. Their attributes set them apart from less experienced workers and are also the qualities that other workers aspire to and employers wish more of their employees possessed. These attributes represent the kind of outcomes that should be developed through workplace training. In order to assist the development of expertise, retail organizations like Currys need to understand the attributes that constitute expert performance at work (Armstrong, 2000). In Currys, this enables the identification of the goals for workplace training and selecting particular strategies to most effectively generate expertise in workers. ...
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