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Title: Nationwide Dials up Training over the Telephone for Call‐Center Staff: ... and the Results Surpass those of the Classroom‐Based Approach
Authors: Emerald Group Publishing
Keywords: Human Resource Management
Call centers
Training Methods
Building Societies
Issue Date: 2004
Publisher: Emerald Group Publishing
Abstract: The Nationwide’s regional call centers are designed to supplement the services of the society’s two main call centers, in Swindon and Nottingham. These two centers employ hundreds of staff, trained face to face by instructors working in classrooms. In order to meet the needs of the new regional centers, the Nationwide had to find an efficient way of introducing new staff and managers across the country to basic call‐center skills and to the Nationwide customer culture while maintaining an acceptable level of service.
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