Contact centre development is key to the success of any operation.
Contact centre teams are involved in nearly every aspect of a business, whether it’s selling products and services, providing post-purchase support, dealing with complaints or even handling the credit control function.
Your customers don’t think of a contact centre employee as just another person, they see them as a key representative of your business.
So it’s vital that every team member and team leader has:
The required skills to do their job to the best of their ability
The capability to deliver outstanding customer service at every touch point of the business
Total understanding of your business objectives and their role in achieving them
We create and deliver bespoke customer service excellence programmes
Our contact centre development programmes are designed to work for your business. We are able to achieve this because our approach is to ensure that we don’t have any preconceived ideas about your setup, approach, culture, people and of course your development needs. We invest our time in getting to know your business and your people, so we can create developmental pathways that deliver the outcomes you need.
Our specialist contact centre development team all have hands-on experience of working within the contact centre environment, many progressing from operatives, through the ranks to contact centre directors, which brings credibility and level of understanding and insight that most organisations simply can’t offer.
Our experience means that we have set up new contact centres, developed and delivered operative induction programmes, and role-specific learning for various disciplines such as customer service, technical support, reactive sales, sales support, revenue collections and proactive sales.
For your operatives we can support them to become:
→ More capable individuals and team members
→ Fully engaged team members
→ Potential leaders of the future
For your team leaders and managers, we can create development pathways that not only address their specific needs but also deliver the leaders your organisation needs, to achieve its aspirations for the future.
Whether it’s about developing new skills, changing unproductive behaviours, mindsets and attitudes or introducing them to new methodologies and processes, our experienced team are here to listen and support you in achieving your vision.
Customer case studies
We’ve helped 100’s of businesses to positively change mindsets, behaviours and attitudes of individuals and teams within the workplace. Here is a selection of our real customer case studies.
ILM Approved Centre and qualifications
For those organisations that are keen to offer nationally recognised qualifications, We are proud to be an accredited ILM Centre of excellence, providing Level 2 – 7 management & leadership qualifications, which are tailored to your organisational needs.