Induction

I am conducting a brief and rather informal study of call centre inductions. I am looking at creating a new induction for a very large and diverse call centre.

Having done this previously and realising the necessity for staff interviews, who have already been through the existing induction process, and a new TNA of the organisation I wondered if any others would like to share what they include in their induction.

For example how long is the process, whats classroom, whats not, what measures of success are in place.

About 4 years ago i collated data from insurance, travel, banking and direct sales call centres – all very good – but now sadly all very dated.

I would be happy to share my final analysis with anyone who would like to participate.

Many thanks
debbee dale

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