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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.
Effective employee engagement is central to the delivery of outstanding customer experiences. And we have the people, the tools, the capability and the inherent culture to provide exceptional customer experiences.
Our frontline advisors are the people who deliver this exceptional service to your customers. We are completely focussed on our people and the importance of their role in delivering outstanding customer experiences. Our advisors are sourced using a multi-stage recruitment process and all advisors go through a robust training programme where they are introduced to our philosophy for delivering outstanding customer experiences and the critical role that they play in making our clients successful.
This philosophy continues into our operations where they work in a vibrant and fully client-branded environment. This helps to embed the client values and support an affinity with the brand and the customers they are serving.
To make sure that our people are fully supported, we invest an industry leading 7.8% of coaching and development time in each person. This time is used to develop employees' technical and soft skills and ensure that they are fully engaged. We invest time to communicate our people's success stories and how they are playing an active part in our collective success. We are committed to drawing upon the wide range of experience and skills of our employees for the benefit of clients and their customers. For example, all RESPONSE employees have the opportunity to play an active part in our innovation workshops to identify solutions to customer issues.
These activities provide advisors with a great sense of achievement and pride. Our advisors genuinely feel the alignment with our clients' brands and regularly go that extra mile to ensure they deliver outstanding customer experiences.
I think it’s pretty common argument that the whole Lords of the Rings adventure could have been massively simplified by getting the eagles to drop the ring in the
There is a famous quote which states that: "insanity is doing the same thing over and over and expecting different