Nationwide dials up training over the telephone for call‐center staff : ... and the results surpass those of the classroom‐based approach

The Nationwide’s regional call centers are designed to supplement the services of the society’s two main call centers, in Swindon and Nottingham. These two centers employ hundreds of staff, trained face to face by instructors working in classrooms. In order to meet the needs of the new regional centers, the Nationwide had to find an efficient way of introducing new staff and managers across the country to basic call‐center skills and to the Nationwide customer culture while maintaining an acceptable level of service.