White & Whistle Ltd (WW) Assignment 2022

White & Whistle Ltd (WW)
White & Whistle Ltd (WW) is private company which provides an outsourced call centers
representing large companies who do not wish to provide that service for them. Following
training needs are identified as the vital components of its successful operation.
1. Training on technology - Usage of technology is highly important to WW as it is a call
center. They use cutting edge technology when providing their services. When providing cutting
edge technology it always uses new and advance equipments and software systems. At the same
time it always get updated. Therefore the technology training is needed to give to both existing
and new recruits. At the same time Central Scotland is reputed of having low skilled potential
working force. That also shows the need of providing training not only in the technological field
but also in other areas especially for the new recruits.
2. Training on effective communication -WW is in call centre business. Communication is
very important for the call centre agents to deal the clients as they get different kind of clients
and queries. Therefore giving communication training for the employees is very important. At
the same time, one of the business objectives in the WW cooperate plan is implementing one-
to-one meetings with employees in an effort to build rapport and find out any issues. When going
for the one to one meeting it is important to have effective communication skills in order to share
the thoughts and ideas, convince the others and get the others involve for the discussion etc.
Especially it is important to have that training for the line managers who engage these meetings.
3. Leadership skills training -Leadership skills’ training helps leaders to develop their own
unique and personal style of responding to team members. It helps to build good leaders.
Leadership skills training help managers at all levels to improve their skills. It helps to inspire
their teams and achieve great results of the business. Successful leaders transform the
organizations, create a value and efficiency to the organization, get the employees engaged for
delivering better results. Therefore WW needs to have Leadership skills training. As Central
Scotland is having low skilled potential working force, to get the maximum from the employees
providing Leadership skills training has become vital.
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Objectives of the above training
Generally trained employees are efficient. Training helps to improve productivity and increase
employee performance. Business benefits when employees perform efficiently using effective
methods. When considering the White & Whistle Ltd situation above mentioned areas are so
crucial for its business. Therefore the employees of the White & Whistle Ltd must line up with
continuous changes in workplace strategies and technology in terms of skills, knowledge,
abilities and values. For that training programs that are introduced above are very important for
the employees of White & Whistle Ltd.
 Increasing the productivity of the organization
 Building quality relationships among the internal and external customers
 Building good work relationships and confidence among the workforce
 Creating good working culture to employees by increase stability of the organization and
create the flexibility
 Better and economical utilization of available resources (man, machines materials, and
equipment).
 Making the workforce suitable for future needs and responsible
 Reducing the excessive need of directions and supervision.
Usage of technology and its sophistications is highly important to WW as it is a call center and
work with the large companies. It helps employees to solve problems quickly and save their time
for other productive work. It makes less paperwork and provide financial cost saving. It connects
all departments together and makes access easy as well as builds a team culture. However when
using technology it always has to be updated and new technology should be always adopted.
When it is done the employees must also be updated with proper training to get the maximum
productivity. WW also has already identified the importance of up lifting the new technological
skills of their employees.
WW’s mission is to act with professionalism and integrity. It aims to keep clients in top priority.
Being a call center with the above top priorities, it needs to have a call centre agents with good
communication skills in order to establish and manage good connection with the callers and to
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