Client Testimonial

“Your bespoke approach was refreshing and it ensured that our team was left with the best possible tools to do their jobs. Following the training, an enthusiasm and commitment to success has been rekindled and they are now looking forward to the challenges their jobs may bring.”

Training & Development Manager,
Capita SIP Services

Issues

Specialist pension and investment administrator Capita SIP Services had restructured their contact centre operations from a generalist approach to a more specialist team of call handlers to improve the quality of service to both internal and external customers.

The new structure was implemented to focus on developing the company’s strengths in dedicated customer service to support their business partners.

Senior management had noticed that team leaders – while doing their best – could benefit from external specialist coaching support to make their lives easier and enhance the quality and speed of service.

Solution

Summit designed and delivered a bespoke, interactive and innovative 2-day coaching programme to help team leaders enhance their people management and team building skills.

As a result of the training programme, team leaders anticipated that a positive outcome for customers would be achieved.

Participants stated that the training programme had instantly enhanced their self-confidence, self-awareness and their ability and willingness to influence colleagues and customers more productively.