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First Data rolls out product and compliance training at Basildon call centre
First Data, which provides electronic commerce and payment services, has installed a new multimedia-based training solution from Atrium Communications.
Atrium’s vcContact Online has been rolled out to some 1,000 employees in First Data’s Basildon call centre. The product provides First Data with a schedule-based system to deliver training modules to the agents’ desktops or to the classroom during dedicated training periods. Training has been delivered on customer satisfaction, product benefits and regulatory compliance issues, such as anti-money laundering.
Steve Greenwood, managing director UK, First Data said: "It is essential that we offer a very high quality of service to our clients and agent training is crucial to help us achieve this. Deployment of the vcContact Online system has helped us to ensure that our agents are trained fully and effectively.
"Quality service is not the only standard we must meet though. The new FSA regulations, which have been in effect since January, mean that we must demonstrate compliance on issues such as anti-money laundering, every step of the way.
"Training once again ensures that employees meet these requirements, and the monitoring and reporting functionality of vcContact Online ensures that we can prove we are compliant when the first round of audits come in July."
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