Training
We offer a range of training options, all of which can be designed to meet your specific needs. Options include
- Customer service skills for front line staff
- Telephone skills for contact centre staff
- Coaching for individual members of your contact centre team, team leaders or managers.
- Contact centre strategy seminars aimed at senior managers and Board members
- Excel training for Asset Managers
- Developing effective asset structures and using stock condition data
Good training can contribute to performance improvement but sometimes there is a need for something more. We offer, additionally, the option of a three stage process:
- a review of your business processes which in a call centre context will typically see us shadowing your operators, to identify where changes to process will improve service delivery
- a report identifying where and how process improvements could be made
- the development and delivery of your chosen training course relating directly to your revised processes.
A big advantage of this approach is that when we deliver training to your staff, we will have met them in their work environment. They will already know us, we will know them. More importantly, they will know that we are delivering training that really does relate to their daily routine. A further advantage is that the design of the training course will have been based on our knowledge of how your business works.
