The Automobile Association of SA (AA) and their new training partner, Learning Resources, has embarked on a development programme to build world-class standards in the AA`s Emergency Rescue Services (ERS) Call centres.
Thus far the programme has included assessing call-taker`s skills, conducting workshops to expose staff to world-class standards, developing Personal Development Plans, providing technology based self-paced learning programmes and obtaining feedback about some of the difficulties and frustrations the operators encounter in their duties.
Explaining the challenges specific to the job of an ERS Call Centre Lorinda Ellis, Marketing Director of Learning Resources says; `Ninety-nine percent of the people calling the centre are in trouble, and many display stress behaviour. So the call-takers have to be empathetic, patient and tolerant and to listen carefully to the problem before offering a solution, at the same time calming the customers and reassuring them the AA can help. This calls for high calibre, versatile and professional staff.`
"Staff now realise how important their jobs are and what a significant role they play", says Floor Manager Toby Hills, `We`re helping someone in an emergency and when staff really understand that, they`re far more positive.` Through training and mentoring, the programme, which will ultimately be widened to AA call centres in other regions, seeks to develop the telephonic and communication skills of every call-taker, particularly in the areas of listening, questioning, problem-solving, multi-tasking, empathy, attitude, ability to explain procedures, product knowledge and greeting skills.
With such commitment from our call-takers and training partners alike, our call centre service can become world-class!
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