Our Services

Customer Service skills training will be individually designed to examine the role of customer service and help people and organisations to develop in two distinct ways. Firstly, by enhancing the skills of the individuals and secondly by promoting and encouraging a more process-oriented environment. We deliver energising in-house training sessions for telephone staff, contact centre team leaders, supervisors and managers.

Here at Contactworld we also offer recruitment solutions. We can assist in all aspects of your recruitment campaign from role profile design, to advertisement, selection and placement of agents, team leaders and managers. Our unique recruitment style concentrates on key indicators and competency-based responses in order to select only the people most suitable for your organisation and that the skill-set suits the requirement of the role.

Contact Centre Operations Consultancy:

Through personal experience in working within International call centres based predominantly in the UK and India, directors Andrea and Carol have accumulated the expertise needed to create an outstanding contact centre operation.  We are customer contact centre specialists.  This means that we can offer advice and support in all aspects of the contact centre from concept to fully operational.  Put simply, we can help you set up and manage the ideal contact centre.

Delivering training to existing agents to enhance skills or coach a new process:

Call centre operations are hectic. The pressure to respond is relentless. Staff knowledge of products and services, system software knowledge, and customer care are crucial to the success of the operation and need to be constantly refreshed. Refresher or new product training helps staff at all levels provide excellent, confident service and supports your business in achieving its objectives.

Novice Agent Training:

Employing new agents who have never experienced a call centre environment can be a drain on corporate resource.  Furthermore, it is often considered easier and faster to ‘buddy’ a brand new agent with an existing agent for side by side training. This approach can lead to the diluting of skill-sets and, ultimately, an overall decline in the performance of your operation.
In order for agents to fully appreciate the critical role they will play in the success of a business, it is important that they first understand the concept of how a contact centre operates and the principles of call centre etiquette.  
Contactworld offers complete end-to–end training packages for new agents. This can include specific application training, customer service training and sales training as required.

Team Leader Development:

This first line management level is often overlooked in terms of training, yet these people are directly responsible for the performance of your agents. They are often promoted ‘from the floor’ and given no training on how to evolve from being an agent to managing a team of agents. Alternatively, you may have recruited a team leader with people management skills, but with no direct experience of management within this fast-paced, results focussed contact centre environment. Contactworld offer this training course to develop new or existing team leaders. Training can be ‘off the shelf’ or bespoke based on your specific business culture, values and objectives.

Quality Auditing Process Design:

To ensure that customer service quality is consistently high, an effective Quality Auditing process must be in place within your business. A successful Quality Auditing process will enable you to monitor the customer experience, identify training needs and trends, while maintaining and enhancing current agent capability. When used correctly, the results of the Quality Auditing process can also drive positive change within your organisation.

Contactworld can work with you to develop and implement a Quality Auditing function which suits your business. The function will include the scoring mechanism and also the calibration of team leaders / managers. All documents and processes will be designed in consultation with your company to ensure that the final product will support your business values and company objectives.

Train the Trainer:

Internal training can be a significant drain on corporate resources. It can lead to inadequate education, spiralling costs, ineffective agents and, more importantly, disappointed customers and clients. It is therefore crucial that any internal trainers are working effectively and delivering quality agents to the front line of your business and providing continual development of staff. Contactworld offers ‘Train the Trainer’ training which will deliver new and dynamic skills to your existing training staff to ensure that they play their vital part in your business successfully.

End to end competency based recruitment campaigns:

The right people with the right skills are the heart of any call centre operation. We can assist in all aspects of your recruitment campaign from role profile design to advertisement, selection and placement of agents, team leaders and managers. Our unique recruitment style concentrates on key indicators and competency-based responses in order that we select only the people most suitable for your organisation and that the skill-set suits the requirement of the role.

The above list of services is only an example of how we at Contactworld can assist you in attaining excellence within your contact centre. If you have any requirements which we may be able to assist with, based on our extensive hands on experience of international contact centres, please contact us to discuss them.