Train the Trainer
Successful teams require constant support and development from a training team that really understands the challenges they face.
Trainers need to be skilled in pressing the right buttons when working with people who have different personalities, attitudes, skills and objectives.
We can help raise the attributes and skills of your training team members so they consistently deliver training that ‘makes a difference’.
We believe good training is all about good communication, not PowerPoint. This can influence people to make tangible and sustainable changes to their behaviours and working practices.
We know how to deliver this and are more than willing to share our knowledge.
We have designed and implemented successful, sustainable development programmes with new and experienced trainers within organisations of all sizes and from all sectors.
Our popular, interactive development programme includes…
Training needs analysis
Psychology of effective training
Up to date and successful training techniques and methodologies
Communication in a learning environment, including giving effective feedback
Use of modern philosophies ( accelerated learning, NLP, emotional intelligence )
Honest and effective evaluation of training.
We will work alongside your training team to deliver a tailored programme of delivery and coaching that will ensure quick and efficient knowledge transfer to each individual involved.
Contact Centre Excellence
One of our main areas of expertise is modern call centre techniques – based on 20 years’ experience working within call centres for First Direct, Eurostar and Virgin Holidays. We can honestly say we know how a successful call centre ticks and what the classic problems are!
We can share our proven expertise with you and your teams, ensuring they instinctively maximise every sales and service opportunity whilst creating a satisfied customer for life.
Through guiding your trainers, we can help you achieve:
Increased customer satisfaction leading to repeat business
First-time call resolution saving resources and time
Improved, sustainable employee motivation
Effective call control meeting all performance KPIs
Successful call outcomes with difficult and challenging situations being skilfully managed
Increased productivity with targets being constantly exceeded
Lower attrition and absenteeism
Less firefighting leaving time for planning and development.
Improvements in performance will be both measurable and swiftly realised