LTFS puts the sparkle back into training: Program cuts employee turnover and improves morale

Abstract

Purpose

This paper aims to describe how award‐winning training initiatives have improved performance at call centers operated by three companies – Legal & Trade Financial Services Ltd, P&O Ferries, and Direct Line Insurance.

Design/methodology/approach

Examines the specific problems in each of the call centers and details the training initiatives that helped to overcome them.

Findings

Highlights reductions in employee turnover, improved morale, better customer service and increased efficiency and profitability as among the benefits.

Practical implications

Reveals, through the three examples, that well focused training initiatives can have a powerful impact on call‐center employees.

Originality/value

Demonstrates that, in the call‐center environment, increased efficiency need not lead to reduced customer service.

Citation

(2008), "LTFS puts the sparkle back into training: Program cuts employee turnover and improves morale", Human Resource Management International Digest, Vol. 16 No. 4, pp. 17-19. https://doi.org/10.1108/09670730810878439