On-boarding

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Project Management

Once you have made the decision to use our services, we will agree a project plan and ‘Go Live’ date with you in discovery sessions. You will be assigned an Account Manager to sponsor your project and ensure your needs are met.

Team Assignment

We would assign our own existing resource, best suited for your campaign, as well as externally recruited agents to meet your staffing requirements. Your team can include Team Leader, Performance Coach, Quality Specialist or any other role depending on your needs.

Classroom Training

The on-boarding process for our staff is a good mixture of classroom training and buddying followed by a stringent sign off process and support through graduation. Classroom training focuses on your company services, systems and processes, as well as compliance and soft skills.

Role Play

Training will progress to role-playing between new staff and training team, putting what they have learned into action whilst navigating the system. The scenarios will cover all contact and customer types.

Buddying

Every new agent will be assigned an experienced team member as a ‘Buddy’. New staff will observe their ‘Buddy’ dealing with live accounts and when ready, a switch will take place and the ‘Buddy’ will guide the agent through their first customer contacts and observe their progress.

Graduation Bank

When the ‘Buddy’ is happy with their performance, the agent will go through a sign-off assessment and if successful, they will join the Graduation Bank. They will receive continued support and higher number of quality checks for a month, to ensure their quality and efficiency are up to standards.

Working with you

We provide a flexible training programme that can be tailored to your requirements. Training can be completed as Train the Trainer solution or as Direct Client Programme, if you prefer more ‘hands on’ approach. We will work with you to find the best solution for you.

TieTa is founded on years of experience and excellence

UK agents are typically more in tune and empathetic with your UK customers, giving them confidence their calls are handled diligently with customer satisfaction.

100% UK
Contact centre based in
Banbury, Oxfordshire

Our proven track record and performance has been recognised by industry leaders for excellence and best practices.

Award winning
Winner of
Best Contact Centre Team

Whether you require a bureau-based (shared pool) resources or a dedicated team to support your operation, we can taylor the right campaign size based on your current and future needs.

Scalable
Scale up or down
according to demands

The team has knowledge and experience in managing more than 300,000 customers with their loans, from loan application and ongoing loan maintenance through to repayment and collections, including vulnerability and quality monitoring.

Expert knowledge
UK financial services
regulated experience