Posts in Financial Services
Customer Service Skills – Contact Centre

The Customer Management Centre of 400 people at a major financial services company spent an average of 12,500 man-days a year handling calls and yet, there was no continuous provision for the training and on-going coaching of Team Managers and Agents in respect of call handling. Cybèle was therefore given the formidable task of devising and implementing a call handling skills programme that would equip the Customer Management Centre with the necessary skills required to provide “customer service excellence”.

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