TalkMedia.com was launching Sporting Life.com, a new centralised sporting information and telephone betting operation.
This venture was to be their first ever call centre with a whole new team recruited to serve thousands of customers’ placing bets and to provide the very latest sports information.
- A completely new contact centre customer service team, many without contact centre experience were under pressure to get up and running quickly.
- Launch was scheduled for the weekend of the UK’s busiest betting days and bosses feared Customer Service would be unable to cope with call volumes.
- Managers were new to the business, unfamiliar with the company’s technology, and many without previous people management experience.
- Failure to perform effectively through launch could have a devastating effect on the company’s brand and damage customer acquisition plans.
Summit developed a bespoke two day management training course in Leeds for managers and team leaders. Key areas of focus were Emotional Intelligence, developing high performing teams and developing high trust customer relationships. Key business outcomes included:
- Robust performance management and coaching to maximise individual and team effectiveness.
- A more focused, committed and motivated management team who worked across departments to deliver the highest quality service.
- The successful implementation of a coaching culture which promoted greater personal ownership of quality, customer service and standards throughout teams.
“Summit tailor made a management training course to fit a team with varied levels of skill and experience.
I was genuinely impressed by their partnership approach and support for participants outside of normal hours of work. The high levels of customer service and teamwork are certainly adding value to our organisation.
I personally recommend Summit if you need a provider with a genuine commitment to ethical, results focused training and coaching.”
Head of Call Centre
See our Leeds training venues here.
Posted by on January 13, 2015
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