Keywords
Citation
Dunk, C. (2008), "Five steps to heaven", Development and Learning in Organizations, Vol. 22 No. 2. https://doi.org/10.1108/dlo.2008.08122bad.010
Publisher
:Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited
Five steps to heaven
Article Type: Abstracts From: Development and Learning in Organizations, Volume 22, Issue 2.
Five steps to heaven
Dunk C. Training Journal, October 2007, Start page: 30, No. of pages: 4
Purpose Explains how to improve and maintain call centre performance. Design/methodology/approach Splits the process into five steps the decision on the nature of the service offered to the customer; the recruitment of staff with the qualities needed to deliver this service; the training and development of line managers so that they can support this performance; the training of call centre operatives; and the measurement of the call centre performance. Findings Underlines that delivering good customer service does not require investment in expensive processes it requires a clear idea of what should be delivered and effective recruitment and training processes to make sure that managers and employees can deliver it. Originality/value Sets out how to improve call centre service.ISSN: 1465-6523Reference: 36BA308
Keywords: Call centres, Customer service, Performance management, Training