Theatre ! That's what Call Centres are. The agents are the actors, who can't afford to fluff their lines, the Managers the show directors who must foresee and forestall every problem, the Work Force , Training and QA team the stage technicians without whom the show could not go on, and the IT technology the Props which must work perfectly show after show.
Of course , in a Call Centre the intensity of the show is 24/7/ 365 and the consequences of a "bad write up" by the clients can be very , very expensive.
So if the frenetic pace of an opening night at the theatre sounds a bit like your Call Centre, and you need to...
Make sure you get "every line right on every call",
Broaden your view of what "good looks like",
See to it that your team gain up to date knowledge and skill on how to "do it",
Then click through the courses below for more information on our fully customisable Unit Standard aligned Call Centre courses.