FOI request (FOIR-482363660)

Training

Requested Mon 30 January 2023
Responded Wed 01 February 2023

Please can you confirm what training is offered, whether mandatory or optional, to your frontline contact centre/call centre staff who are answering calls/responding to emails.

Response

The Community Contact Centre has fifteen different departments coming into. It provides a call centre, deals with emails, online forms and provides a face to face counter service.

We offer face to face and virtual training on all the fifteen services before each staff member starts dealing with that services on the phones.

We give customer service training, conflict training and are currently working on a program to deliver suicide awareness training.

We plan in refresher training once a year on display screen equipment and fire warden training and sometimes have specific training with outside bodies to provide additional support, for example people trafficking, domestic violence and debt advice.

We also have weekly 1.5 hour session with all staff to update them and brief them on all services and can plan short training sessions in when needed.