A bright future for training in Orange call centres
By Sue Mennell (10-05-2007)
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Managed learning services provider KnowledgePool has been helping the training team at Orange to cope with fluctuating demands for customer service training in its UK call centres since July 2005.
"Because of the market we work in, we experience fluctuations in demand," said Jenny Simmons, Training Consultant at Orange. "We have a dedicated number of internal trainers, but in some months we need to supplement their work with extra training resource from KnowledgePool. Without them, we couldn´t meet the demands of the business."
KnowledgePool was originally asked to support the training team by delivering induction training for new customer service representatives (CSRs), who had been recruited after Orange´s advertising had created a significant increase in customer response calls.
It´s trainers have continued to provide induction training for temporary and permanent CSRs, with classroom-led training covering customer service skills, product knowledge, systems skills at Orange´s North Tyneside, Darlington, Bristol and Plymouth call centres.
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