TITLE

From call staff to business techies

AUTHOR(S)
Murphy, Donna
PUB. DATE
April 2003
SOURCE
IT Training;Apr2003, IT SKILLS REPORT p16
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
BT has provided its broadband call-centre staff with both technical knowledge and soft skills in order to offer its customers a more satisfactory relationship. Within BT, broadband has been identified by chief executive Ben Verwaayen as one of the company's three main priorities, along with customer satisfaction and a constant need to reduce costs. This support for broadband has resulted in a major change to the way BT manages and operates a large part of its business. BT created a new team of staff, working in two Customer Event Management Centres (CEMCs) in Coventry and Manchester. A pilot course was then devised and launched in September 2001 at a BT training centre in Yarnfield, Staffordshire. One of the main aims of the training was to teach delegates how to deliver effective presentations. The purpose-built four-day course was divided into two parts: the first day gave delegates the technical know-how, while the other three days looked at softer skills related to broadband technology. INSET: Profile.
ACCESSION #
9557554

 

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