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Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited
Scheme boosts skills for growth (call centre training)
Article Type: Abstracts From: Human Resource Management International Digest, Volume 16, Issue 4.
Harrison N. Human Resources (UK), January 2008, Start page: 30, No. of pages: 1Purpose - Describes the training that the UK call centre provider, beCogent, offers its staff. Design/methodology/approach - Outlines the reasons why the firm invested in training, explains the programme and indicates the results. Quotes the views of the company’s human resource director and an employee of the value of the training programme. Findings - Highlights that absenteeism has decreased since the training programme was introduced and that many of the trainees have moved into new roles with the company. Originality/value - Outlines a successful call centre training programme. ISSN: 0964-8380 Reference: 37AD387
Keywords: Call centres, Training, United Kingdom