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How One Call Centre Cut Complaints in Six Months
Thandiwe Mokoena
- 9 January 2024
- Comment 4
Training only pays off when the team’s results change. Many companies in Johannesburg book a course, tick the box and see nothing new on the floor. We have seen that happen often.
The fix starts before the course. Agree on one result you want to improve.
Measure something before the course and again three months later. Sipho NdlovuAsk managers to follow up each week. A short chat about what was tried keeps the learning alive. Celebrate small wins so staff see that the effort counts.
Set one clear goal
Pick a single result, like fewer customer complaints or faster quotes. Write it down and share it with the team. People learn better when they know why the training matters to their daily work.
Follow up after the course
Book a short check-in two weeks after training ends. Ask what was tried, what worked and where people got stuck. Managers who do this see far better results from the same course.
Johan Botha
I really enjoyed this post. We used the tips with our sales team in Sandton and saw results within a month. Very useful.
Megan O'Connor
Thank you for the kind words, we are glad the article helped your team. Your support means a lot to us. Thanks!
Nomvula Dlamini
Practical and clear. The advice on training new managers is exactly what our HR team needed. Thank you for sharing it with other South African businesses.
Rajesh Naidoo
Helpful ideas on getting staff to finish training. We have already shared this article with our team leaders in Bryanston. Well done to the whole team.