Client Testimonial

‘Summit tailor made a 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’
Mike Ellis – Head of Call Centre – SportingLife.com

Issues

TalkMedia.com, a leading media company 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. Management needed the new front-line team to deliver a consistently high quality service, teamwork and develop rapport and credibility from the outset. Launch was planned for Grand National day – traditionally a peak period for punters to place bets.

Solution

Summit established the clients priorities, researched the background of the new team and the desired culture of the new venture. We then designed a unique call centre training and coaching programme that would bring out the individual strengths of the team members and match them to the needs of the organisation. The event was fun, relevant and well received by participants. Some saying they had never seen ‘training’ as good as this before.

Outcomes

• A highly successful launch on Grand National day
• Team members confident in their ability to best serve their customers
• High staff retention figures many months later
• Customer service that pleases senior managers and customers
• Outstanding levels of teamwork and communication