Finance & Customer Service
Customer Service and Finance employees face an alarming amount of verbal abuse and aggression from customers. Recent data shows that customer service call centre staff are regularly exposed to verbal threats and abuse, especially during peak periods with long wait times and frustrated callers. This surge in aggressive behaviour not only threatens employee well-being but also impacts productivity and overall service quality.
Our comprehensive ADP Training Framework offers a robust solution to these pressing issues. Our framework is designed to equip call centre workers with essential skills to manage and de-escalate abusive and threatening situations over the phone. By focusing on prevention and response strategies, we aim to create safer work environments and foster a culture of respect between customers and staff. This approach not only enhances employee safety but also contributes to improved customer experiences and organisational reputation.
Key risks faced by retail workers include:
- Verbal abuse and threats from from frustrated customers
- High stress levels due to constant exposure to negative interactions
- Psychological impacts leading to low morale and high turnover
- Potential for escalation to physical threats or stalking behaviour
How the ADP Framework can help:
- Comprehensive de-escalation techniques tailored for phone-based interactions
- Scenario-based training for practical application in call centre settings
- Strategies for identifying and managing potential threats, including call escalation procedures
- Post-incident support and reporting procedures specific to call centre environments
Implementation Strategies
- Multi-faceted learning delivery including online modules for easy reference on the go
- Accessible and modular training delivery to ensure minimal staff downtime
- Tailored checklists designed specifically for call centre to keep workers safe
Implementing our training framework demonstrates a commitment to employee welfare and compliance with workplace safety regulations. Our tailored approach ensures that the training meets the specific needs of each call centre environment, from small operations to large customer service hubs.