Training can deliver unanticipated positive results


Essential Skills training can make an organization’s tough times a little easier - and improve the good times too!

Full Article:

Within the extremely competitive call centre industry, one company frequently reviews staff training needs as part of its goal of continuous improvement. Even though there were no glaring performance concerns, the company decided to include Essential Skills training for their new workers.  

A needs assessment determined that effective call centre work requires a full range of oral communication skills, including speaking with confidence and providing clear and concise information using listening, questioning, reiteration and problem-solving skills.

Unexpectedly, infusing Essential Skills into the existing training for their new workers resulted in a decrease in customer dissatisfaction rates. Company officials were doubly pleased because increased customer satisfaction is often associated with higher employee satisfaction and retention.

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