Teesside University project adopted by UK call centres

A North East businesswoman has seen her university project on call centre induction put in place across the UK

Teesside University
Teesside University

A North East businesswoman has seen her university project on call centre induction put in place across the UK.

Katie Carroll, of Stockton, researched and implemented a project on the best ways to induct call centre employees as part of her work-based BA (Hons) degree in Leadership and Management at Teesside University.

The project focused on streamlining the induction process and helping employees to learn faster.

Her employer Virgin Media was so impressed by the project, which saved £65,000 in training costs in six months at call centres in Stockton and Sheffield, the company has introduced it at call centres UK-wide.

Katie, who has one year left of the work-based learning degree, said: “About three years ago I moved from a team manager position into the training department.

“The first project I was given to work on was to rewrite the induction programme for Customer Relations.

“I recognised there were ways of improving the training process and my degree gave me the opportunity to explore that.

“I went through a process of understanding what makes a great induction.

“This was from the content to the best way to train and develop people while looking at accelerated learning.

“As I’d worked as a team manager I knew that there’s a huge difference between someone who has had a good induction and someone who hasn’t. It gave me a great understanding of how important the induction process is.”

The project has been recognised as an example of first class training design and has allowed induction programmes to be streamlined.

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