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Hello everyone! Firstly, I should introduce myself. My name is Christina and I am the new Trainer for Dial-a- Cab. I’m here to assist Daren in the training of call centre staff and drivers, have been here since October and feel nicely settled in now thanks to my friendly and helpful colleagues. My background goes a little bit like this…. I graduated from University with a degree in hospitality, which led me to spend 5 years as a Bar Manager for All Bar One in and around London. During my final year, I was asked to get involved in recruitment and training for both staff and management. On leaving All Bar One, I spent a year in a dedicated training role helping unemployed people return to work. Prior to coming to DaC, worked as a Recruitment Consultant for a Hospitality recruitment company where I recruited bar and restaurant managers. Certainly a great job for getting free food and wine! So, what on earth am I doing here????? Well, I am mainly responsible for the recruitment and training of CSRs in our call centre and also assist with the training of new drivers. Currently, I’m concentrating on new CSRs. Any new members of our call centre now spend four weeks in a training environment while learning our computer system and our standards and procedures. I also monitor and review each trainee’s performance once a month for the 3 months of his or her probationary period. The purpose of this is to ensure they settle into the role and their teams, |
Christina Conn now assists Daren Morley in the Dial-a-Cab’s training department… TALES FROM THE TRAINING ROOM… |
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 Christina in the DaC trianing room overlooking some trainee call takers |
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but it also
gives us a chance to iron out any creases before they are made
permanent members of the call centre. Since my arrival, we have also changed the recruitment strategy for all call centre staff. All candidates must now prove themselves to us through a three-stage process. Firstly, they must pass a telephone screening, which ensures that they have a good telephone manner and are able to communicate well. The successful candidates from the telephone screening will then be invited to attend an Assessment Centre. This is a half-day session involving individual and group exercises designed to identify the key skills required for working within the call centre, such as listening, accuracy and communication. The Assessment Centre provides us with an opportunity to understand each candidate’s skills and personality and also allows |
the candidates to gain a better idea of the role of a
CSR. If they are successful, they are then invited back to
attend a final interview with Keith Cain. We have just finished
our fifth recruitment drive using this process and I’d like to
think we’ve found some great people. Our priority for the summer is to recruit and train like mad in order to fill our spanking new call centre in preparation for a very busy and successful winter. Once we have achieved this, we plan to design training sessions based around customer service, time management and general staff development in order to improve the skills of our call takers. We would also like to be able to provide training courses for other departments of the company, time permitting! I hope this has given you an insight into my role within Dial-a-Cab. Have a great summer and I look forward to meeting you all at some point in the future!
Christina Conn |
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