'They will just stick these people in a Call Centre with very little training and expect them to be as good as us.' This was typical of the comments that I heard when Consumer Direct was planned. The purpose of this article is to describe the training and qualification process that we have put in place for Consumer Direct. I hope I can show you that the six-week training programme does give the adviser the knowledge and ability to deal with the calls they will face and make appropriate referrals to their colleagues in trading standards.
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