Our Induction programme was nominated for the Best People Practice in the European Call Centre awards in 2009.
Training Manager, Leesa, tells us a bit more about her role, and what you can expect from your induction into any of our customer-facing roles.
What does a typical induction programme contain, Leesa?
Well, it depends on the area of the business you are working in. If you work in our front office areas, i.e. taking calls from customers, you complete an eight week programme and if you are working in our Collections department, you will complete a four week programme. Each programme is made up of a series of modules covering different aspects of the required skills for the business area, and it consists of a combination of system and process classroom-based training including practical elements. In addition there are a number of soft skills training modules incorporated to compliment the program and to support Customer Advisors to prepare them for their role. At the end of each module, you will complete a short knowledge checker to ensure you've remembered what was covered and that you fully understood it. We find that this helps new joiners to take what they have learnt on board and identify where they need more help.
What post-training support is available once the Induction programme is complete?
We have tried to build into the program a 'buffer' week or a few days in order to revisit any modules that perhaps the group or individuals struggled with more than others.
In addition we have recently updated our handover pack to the business for delegates' progress through training. This contains detailed information relating to knowledge checker scores, delegates' absence, modules missed during the induction and the trainer's notes relating to one to ones that have been carried out during training
During the handover the trainer will discuss the performance and progress of each delegate. The topics for discussion will also include recommendations for any further coaching that may be required and agreed.
Why do you think that our induction programme is a cut above the rest?
There are various reasons really. Our modules are designed to be flexible, so if the business needs more focus on one area or less on other areas this can be selected from wide-ranging 'pick & mix' options. One option can be for the rest to be completed at a later date. We do advise which modules we consider essential, but we can accommodate them to suit business needs and flex the duration of the programme. Also, the content of the induction isn't just about the systems and processes it covers off customer service soft skills elements too - so you don't just learn about how to do your job, you also learn about how to deal with customers, how to get the information you need, and how different types of customers need to be dealt with in different ways.
We have recently refurbished our training facilities, and also all of the training materials have been refreshed to give them a new look and feel.
Can you tell us a bit more about the team of trainers?
They all have a wide-range of experience from different industries and backgrounds. There is a mix of internally and externally-recruited trainers, so we have infused business knowledge with training expertise from outside of the company. This combination has helped create the training packages we see today and we work on a 'continuous improvement' basis. That means that we are always looking to improve our material and training delivery methods. The trainers share their experiences with others so we can present the best possible training experience to our trainees.