P3CS37-1
In this tutorial you will learn:
- Tips for responding to incidents referred to a contact centre.
- The importance of supporting and guiding colleagues, building confidence to deal with sensitive calls.
- The range of services offered by a contact centre.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘10 steps: Incident management’ webpage from the Gov UK website.
- ‘How to manage performance’ by ACAS
- ‘Effective management of major incidents in call centres’ paper by the Northern Ireland Assembly
- ‘Brilliant communication skills: What the best communicators know, do, and say’ by Gill Hasson, published by Pearson Life.
- ‘A practical guide to risk management’ by Thomas Coleman, produced by the Research Foundation of CFA Institute.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read ‘Contact Centre CXM: Customer service today and tomorrow’ by Michael O’Closog, published by Create Space Independent Publishing. N.B. You should be able to borrow this book from your local library.
- Click to read about SWOT analysis from the Mind Tools website.
- Click on the link to learn about the history of the 999 calls from the BBC magazine.
- Find and read ‘Critical incident management: A complete response guide’ by Vincent Faggiano, John McNall, and Thomas Gillespie, published by CRC Press. N.B. You should be able to borrow this book from your local library.
- Think And Challenge
- Click to read a case study on fire service response times – ‘How quickly did the fire service respond to emergencies where you live?’ by Kathryn Torney for The Detail website.
- What improvements would you suggest to fire and rescue services in Northern Ireland to help with the ‘disturbing variation’ in response times?
- How do you think calls related to smoke alarms that were faulty / had no battery could be reduced through public engagement?
- It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.
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