THE SUBPOSTMASTER - JUNE ISSUE

NFSP Interview
for three weeks,
before new starters
take calls for four
weeks before
returning to the
classroom to learn the
more complex balancing
related demands. Throughout
all the training, emphasis is placed
on call handling skills, particularly
listening skills, which has been
recognised positively by postmasters
through satisfaction surveys.
Advisors are monitored not only
throughout their training but during
their time at the BSC to ensure that
correct advice and guidance is given,
but also for the business to learn
from the calls to the centre if
particular topics arise.
The basic tools that advisors have
are the knowledge articles which sit
in the background on their computer
system. When a call on a particular
issue is received, the advisor can
quickly pull up the background
knowledge article and answer the
question.
The advisors also have to handle a
mock-up of Horizon without, Mel
stressed, access to live branch data to
“Throughout the
training, emphasis
is placed on call
handling skills,
particularly
listening skills”
enable them to guide
postmasters through
transactions if
needed.
The coaches are
responsible for ensuring
that these knowledge
articles are kept up to date by
reference to the product teams.
If an advisor requires further
information to help a postmaster,
they can refer to a coach who has
greater experience on a particular
topic.
Similarly, if an advisor feels that a
knowledge article is incorrect or
needs updating then they can
discuss this with their coach who, in
turn, can take the issue up with the
appropriate product or accounting
team.
This results in a continuous
virtuous circle of keeping knowledge
articles current and relevant, which
enables postmasters to receive
relevant and accurate help.
The seven coaches also act as
mentors for advisors who need
additional support. They are also
experts on particular products and
services and deliver product specific
induction training.
It is no surprise that the busiest
times for the BSC, beside a spike in
calls for a particular topic such as a
stamp issue or slow running of
Horizon, is 9am to 11.30am daily and
on branch balancing days of
Wednesday and Thursday evening.
The most prevalent calls are about
balancing, stock, and mails queries
and the “how do I” (carry out a
particular transaction).
These calls may highlight
consideration for additional support
for individual postmasters on a
particular topic, changes to training
materials, or a wider dissemination of
information to the network.
Other requests received have
included a customer enquiring how
to send a human body to another
town as they felt the funeral director’s
fee for transporting the body was too
much, a police officer wanting to
send a frozen rabbit through the
post as an exhibit for a case, a
customer wanting to know how
many houses there were in his village
as he wanted to send something to
everyone who lived there, and much
more.
12 The SubPostmaster June 2024