Our Expert Call Centre Team

Our people are the most important part of our business. Without them we are nothing. We need them to be the best they can be. We need them to understand their role, enjoy what they do, know that they are valued by the company, feel in control of every situation and are rewarded for being brilliant!

That means we invest in them, placing great importance on training. At Res-Q we see training as an on-going process of professional development that extends throughout the course of an individual’s employment.

Initial induction training

Res-Q’s induction training is a one-day module that covers the whole process and is the first step in the on-going process of equipping our new staff with the skills they need to become outstanding communicators and to feel confident in their role. The day includes an introduction to the Data Protection Act, site health and safety, expected behaviour/dress code/operating standards and the staff handbook. Following the initial induction module the trainees progress through additional modules that are tailored to the specific training and programme requirement. This material includes customer service, sales skills, introduction to the client, product knowledge, systems knowledge, role play and a course assessment.

On-going training

As well as initial product, service and sales training, we have an expert support team of coaches and monitors that spend time with each member of staff every day, ensuring employees are continually developed to maximise their potential. In this way we build knowledge retention, assist staff to achieve their targets and help them fulfil their ambitions.

Cross-training

To remain flexible and to meet the changing requirements of our clients, Res-Q cross-trains certain suitable agents on a range of activities. This approach not only improves our ability to adapt to changing client requirements but it also gives representatives an opportunity to expand on their own skills and abilities.

Refresher training

We give staff refresher training in a number of ways including e-learning and off-phone traditional classroom training. Topics covered are bespoke to the general requirement of the team or group of individuals i.e. closing techniques, building rapport, listening skills etc. These sessions also cover hard skills such as product updates and system changes.

We hold annual policy refresher training so all employees are up to date with any changes to Res-Q polices or procedures as well as refresher training on DPA and FSA and completion of another self-certification form.

Qualifications

To ensure consistently strong service to our clients, the development of our staff is essential. Our advisors, team leaders, coaches, supervisors and other support staff are currently completing NVQs in courses such as team leading, management, coaching and business administration. At Res-Q personnel development is actively encouraged.