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.