An investigation into the current training and development methods used by British Gas on call centre agents, specifically within the Customer Services Department.
(2016) An investigation into the current training and development methods used by British Gas on call centre agents, specifically within the Customer Services Department., no. 74.
Purpose: This research project's aim is to investigate the current training and development procedures that are implemented at British Gas on their Call Centre agents in their Customer Services department. The study will analyse the training methods put in place for the call centre agents and will seek both the employees' perspective that were put through this training process and a Training and Development Representative and their view on the current procedures. Moreover, this study will then use both the primary data obtained and secondary information from the literature review to identify opportunities for improvement to the current training process, and identify if there is external factors affecting call centre performance. Research Methodology: This study followed a qualitative methodological approach whereby five semi-structured interviews were conducted by participants from current British Gas call centre agents and a communication through e-mail with the training and development representative. Thematic analysis and coding was used to present the data. Findings: The central findings of this research project identified that some of the existing training methods used were of little effect on the participants. The data collected also illustrated the different perspective between the training and development representative and the participants who experienced the process. Furthermore, the data analysis suggested improvements to the process by the participants, proposing adaptations of the current model and alternative training methods as a means to improve the training process. Lastly, external factors were suggested by the participants as an influence on the poorer performance of the Call Centre agents. Research Limitations: The data collection approach of semi structured interviews made it necessary for the researcher to interpret the responses, which could be considered as subjective. Furthermore, the sample size was only obtained from British Gas's call centre base in Granton; as a result, the findings are not applicable to other geographical regions of the Organisation. Practical implications: This study provides evidence to improve training processes within British Gas and ways in which to engage and motivate employees more throughout the training process. Originality: This research paper contributes to previous research about viable training methods applicable to the call centre setting and the relationship between training and motivation in the Call Centre Environment.