Shrinkage Absences - Stress

Author: CCa2z

Date: 8th October 2004

Call handlers should not be expected to read training material or maintain their knowledge of products and promotions between calls, unless there are extended intervening periods.  The majority of training should be conducted in allocated time, away from the telephones.

Newly appointed team leaders with no prior experience of personnel management should be trained and even those with experience may benefit from refresher training.  This may also help to reduce the risk of the call handlers working under the new appointees suffering work-related stress.  (HSE)


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