From call staff to business techies

Murphy, Donna
April 2003
IT Training;Apr2003, IT SKILLS REPORT p16
Trade Publication
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.


Related Articles

  • All Systems Go: The Importance of Building an Organization-Wide Service Commitment. Thompsen, Joyce A.; Beck, Todd // Catalyst (21519390);Spring2005, Vol. 34 Issue 1, p3 

    Lists several actions that when used together will build commitment throughout a business organization and greatly increase the likelihood of success for its customer service improvement efforts. Data to assess the current customer experience; Clarification of the intended role of customer...

  • Inspire your customers. Brooks, Ian // NZ Business;Jul2007, Vol. 21 Issue 6, p63 

    The article offers insights for business owners on providing an inspirational customer experience. It cites the effect of the appearance of the staff member on the customer's perception of customer service. It mentions the importance of educating staff about the products and services offered by...

  • Teaching employees about customer service. Kibbe, Cindy // New Hampshire Business Review;5/31/2002, Vol. 24 Issue 11, p23A 

    Focuses on the importance of educating or training employees about customer service. Effort of companies to provide customer satisfaction; Role of customer relation in the growth of a business; Information on the communication techniques provided by Loyalty Factor, a New Castle-based training...

  • WELL SUMMER'S HERE SO WHERE'S THE SERVICE.  // New Zealand Apparel;Oct2012, Vol. 45 Issue 8, p4 

    The article discusses how to get the right staff for the retail outlet during critical seasons. It suggests taking a hard look at the service levels on the staff and find out if they are ready to handle customers or can be trusted to do it. It recommends having motivated people to show customers...

  • Ensuring Quality Service to Global Customers. Clark, Michael P. // Association Management;Feb2004, Vol. 56 Issue 2, p101 

    Provides information in ensuring quality service to global customers of non-profit organizations. Need to assess the structure of the organization; Importance of knowing the customers; Training of staff to meet service-level goals.

  • Go Beyond Good Service. Williford, Jeff // Journal of Property Management;jul/aug2005, Vol. 70 Issue 4, p20 

    Presents an article about the components of an exceptional customer service. Knowledge of one's products and services; Anticipation of the perfect moment to bring the bill; Emphasis on repeated staff training.

  • Begin managing customer relationships now. Eppes, Tom // Marketing News;08/04/97, Vol. 31 Issue 16, p4 

    Focuses on the management of customer relationship. Significance of the attention to customers; Definition of relationship management; Suggestions for the management and growth of customer relationships.

  • Keeping the customer satisfied. Damon, Nadia // Training & Coaching Today;May2008, p10 

    The article focuses on the importance of customer service training. Good customer relations help generate repeat business, attract new clients, reduce costly complaints and in turn, minimise staff turnover. One of the courses that 3C Associates is offering to companies is "how to value customer...

  • Evaluating Customer Service. Rodgers, Mark // Motorcycle Product News;May2011, Vol. 37 Issue 5, p20 

    The article offers information on ways to evaluate customer service for any type of business. The author discusses various tips on how engage with customers including identification of strong staff for dealership, preparing for answers to common questions raised by the customers, and training...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics