PC-based training for bank staff

The Woolwich has rolled out a new training system for its call centre staff in a bid to improve customer service and reduce staff...

The Woolwich has rolled out a new training system for its call centre staff in a bid to improve customer service and reduce staff turnover.

About 250 Woolwich contact centre staff use the PC-based software from Unlimited. The training package simulates scenarios from the bank's existing customer relationship management (CRM) system which underpins its Open Plan banking service.

The Unlimited training package is easier to upgrade than the old system, which used live data from the bank's CRM system. Staff training can also continue while the CRM system is upgraded - under the previous regime training ground to a halt for up to a month while the old CRM system was upgraded.

"We identified the need to improve the overall quality of contact centre agents," said Samantha Bates, training manager for the Woolwich. "We want to create improved customer service quality, lower call centre turnover and improve servicing techniques. We have a training environment that mirrors the live environment.

"There are clear benefits in terms of being able to duplicate the most frequent caller types in a scenario format and ensuring that delegates can use the relevant systems."

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