Audio Podcast: Public Praise
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It is also important to match the skills to the roles, and really look at what you need so you have a competency framework, or a skill set that you want to match against before you get nice people prepared to sit on the phone all day. People very often don’t stay, mainly because they shouldn’t have been recruited in the first place.
Finally, I would recommend thinking of training more as coaching. This will ensure that people are right up to speed with the skills that they need to speak with people on the phone. -Jane Owen, Sales Director, Skillsarena
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