A priority at Oracall is training. It was obvious to us from the outset that in order to provide a high level of customer service and to ensure our agents had the skills necessary, we needed to develop and implement a training and learning programme. At Oracall we have a separate training room which is fully equipped to train up to six staff at a time. We employ two full time trainers-one at each centre-to ensure on-going support is readily available.

We feel that ‘training’ meets the needs of the organisation whereas ‘learning’ is about the person, and as responsible employers we have an obligation to assist in the personal development of our staff so they can achieve their own individual potential.

The goal of the Training Department is to develop an individual training module for a project and present it in a structured, easy-to-understand programme designed to improve quality, customer satisfaction, productivity, morale, management succession, business development and profitability. Broadly, training comprises:-

• a one week long approved induction and training course

• role plays and exercises using training websites and frequent testing

• ‘Next to Nellie’ training with call handlers throughout their shifts

• One fully supervised day answering live calls with a qualified trainer

• Heightened level of support during first solo shift

• Continuous training and testing throughout probationary period

• Ongoing training and product familiarisation sessions through career

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© Oracall 2008