The Department of Works and Pensions (DWP) has continued to use the VCN, as its exclusive provider for voice training, for their Call Centre operatives. Further workshops have been delivered in 2009 for The Pension Service, The Carers Disability Unit, the Benefit Enquiry Line and the Attendance Allowance Help Line.
Long standing VCN members, Heather Taylor and Gillian Cohen, have delivered around 20 workshops recently in various locations in the North West. The Voice workshops are an integral part of the induction for new employees at these Call Centres, which continue to expand! The workshops cover the basics of how to look after your voice in the difficult and often challenging environment in a Call Centre, where operatives have to work on shift, using their voice all day! No voice, no job! The employees are given very useful warm up exercises and tips on how to spot any voice problems early.
Many Call Centre Employers see this type of training as part of their overall ‘duty of care’ to their employees.
The VCN continues to provide training as part of the DWP’s overall occupational health strategy for their employees at these Call Centres. The DWP continues to value this training highly and has recently extended the contract for a further period.