The use of nationally recognised training in call centres

This article reports on three case studies of training in large call centres, carried out as part of a national research project on the use by enterprises of nationally recognised training for existing workers. The study found that such training was well-suited to the call centre environment and was integrated into performance management systems, but that there were some problems associated with the appropriateness of delivery and assessment methods. There was also some cynicism among workers and first-line supervisors about the training.