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. |