Barclays Blue Rewards
in Savings & investments
52 replies 4.7K views
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Internal staff training is not great from my experience, a lot of the knowledge staff have is just built up from whatever customers have asked them over time, and if they haven't been asked about it then they're not going to know and will have to put you on hold and ask a more experienced colleague or do some rapid research themselves (both outcomes of which could turn out to be incorrect as they’re often under pressure to get through a call as quickly as possible).
The training when I started out was basically just how to use the software, some basic processes (e.g. how to log a phone call), and how to answer a few of the most common things you'd get asked by customers. Then you get released to the front lines.
Staff are not reading through loads of the products terms and conditions when they're being trained, there isn't the time for that (and chances are they won't remember most of it anyway). And they generally won’t have time to read up on these sorts of things once they’re released from training either as they’ll be too busy taking calls. So as a customer you might get lucky and are answered by someone who’s been there years and built up loads of knowledge, or you may have someone who’s just come out of training and really has no idea!
I would say it’s often better to just refer to any product literature that exists as literature usually is looked over by many knowledgeable (and highly paid) people within a company before being signed off and published and it’s also what call centre staff will end up turning to anyway to try and answer a query.
Little bit off topic but may be interesting for some of you to know.
However for the vast majority who dont need to know the intricacies they will be perfectly adequate and acceptable to publish.