Learning & Development

RESPONSE is committed to ensuring that all staff 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 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 in-depth training in contact centre skills and client-specific product knowledge.  And, to ensure continued support on entering ‘live’ operations, advisors receive ongoing feedback and support from their Team Leaders.  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.

RESPONSE is committed to providing development opportunities to staff 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 to employees – 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.