FOI Request - Contact Centre Staff Training

Request 101003231764 

1. 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 24-02-2023

1. 

Corporate induction:  Data Protection Inc. GDPR
  Equality and Diversity Awareness
   Building Personal Resilience
   Customer Service Excellence

 

Role specific: Verbal service overview
  Computer Use Policy
  Overview of Council Website
  Overview of Customer Services which includes A/L & Flexible working
  System Overviews (Lagan, Telephony, Outlook & 3rd party systems)
  Violence and Agression where necessary
  Service training based.

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