Telecoms Giant Training

Developing call structure and training framework for high performing contact centres

Our customer was launching a new service and needed to train and deploy 120 productive agents and managers in a short period.  Many of the recruits were new to the task and were trained from scratch. Strive Group developed a new call structure, management approach and training framework and delivered a series of events for agents and managers.

Our experience shows that this vertical approach (managers & leaders trained simultaneously on how to directly support the learning or change) of coordinated training for teams and managers is highly effective in developing high performance teams. For example, this contact centre quickly became one of the highest performing in the organisation (who operate a large number of centres in the UK).

As a result, Strive Group were retained to provide “Train the Trainer” to their own internal resource to provide continuation of the programme and contents. This was incredibly successful, and our structures and methodologies continue to add value today.