‘Phone rage’ training goes digital

A digital training guide to help contact centre advisers deal with abusive calls has been launched by the Scottish government.

The news follows the recent announcement that similar training from the Student Loans Company, as reported on CCF Online, has helped improve morale in the call centre environment.

More than 4,000 copies of the digital guide have been sent to contact centres by the Scottish government as part of their campaign, Violence At Work.

Around 26 million calls a day are made to the 60,000 staff in the Scottish call centre industry, which has doubled in the last 10 years.

Originally published in eCCF

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