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RESPONSE Managing Director Brian Bannatyne speaks to the Scotsman about his unique vision for RESPONSE and about the importance of changing client
and public perceptions of
the Contact Centre Industry
We are more than just a customer services outsourcer. Our focus is on building rewarding relationships.
We’re one of Glasgow's most people-focused organisations, and always on the look-out for great people to join us.
Written by Patric Donnachie
RESPONSE is committed to ensuring that all employees are able to develop their skills and fulfil their potential.
This is not only beneficial for our business and clients, but gives each of our employees the chance to gain valuable skills, training and experience that will help develop careers.
All of our contact centre training and development combines best practice from our clients' own programmes with our in-house experience and expertise.
On joining the company, all new contact centre advisors receive:
Using our state-of-the-art Quality Assurance technology, NICE Perform, first-line managers can provide ongoing monitoring, coaching and development programmes that are tailored to the needs of each individual agent.
Development opportunities are provided to employees throughout their career. Each year, we publish a Learning and Development Annual Commitment which sets out all of the training and development opportunities which are available – including lunchtime master classes, up-skilling workshops, rapid fire refresher sessions and quarterly seminars.
Employees also have the opportunity to work towards formal qualifications. Advisors can earn Scottish Vocational Qualifications (SVQs), through on-the-job training and assessment while those who progress their career to Team Leader level will take part in our Leadership Development Programme.
All Team Managers are given our standard induction followed by the EDGE programme which stands for Empowerment, Development, Growth and Engagement.
The EDGE programme has been designed around the 9 competencies required of a Team Manager. There are 6 modules that each Team Manager is offered on month by month basis thereafter:
1. Effective Communicator
2. Self-Aware Learner \Makes People Better
4. Technical & Functional Excellence
5. Leadership Impact \Gets Results
6. Intelligent Risk Taking\Integrative Thinker
Contact us today to find out more about our exceptional people and their exceptional customer service.
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