Contact centre staff training - Find a freedom of information request

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.

I can confirm that the information requested is held by Lincolnshire County Council. I have detailed below the information that is being released to you.

Call advisors undergo a minimum of 4 weeks training and further are supported through a personalised plan to competency through their probationary period;

This is inclusive of:

- Induction to the building, the business and the expectations, inclusive of Health and Safety including Fire Safety.

- Mandatory training completed online, inclusive of Display Screen Equipment understanding and assessment, Data Protection & Information Assurance Awareness, Safeguarding Everyone and Radicalisation Awareness.

- Soft Skills and general training, inclusive of Call Control and Challenging Customers, Compassion Fatigue, De-escalation and Coping with Workplace Change.

- System training, which may be service specific dependant on the area in which the advisor will be working inclusive of telephony system and customer relation management systems.

- Dependent on the service the advisor is set to work for, they will then enter service specific training, examples include, Adult Care, Children's Social Care, Carers and Corporate Services.