Learning and development

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.

Call centre jobs - initial staff training programme

On joining the company, all new contact centre advisors receive:

• in-depth training in contact centre skills
• client-specific product knowledge
• ongoing feedback and support from their Team Leaders on entering ‘live’ operations

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.

Continuous professional development

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.

Team Manager training

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

3. Leadership

4. Technical & Functional Excellence

5. Leadership Impact \Gets Results

6. Intelligent Risk Taking\Integrative Thinker

Staff values

For the advisor role within RESPONSE we have defined 6 competencies, values which employees are expected to demonstrate in the course of delivering customer service. These values are monitored and rewarded through an employee performance plan. Read about these core competencies.