1. Please can you confirm what training is offered whether mandatory or optional, to your frontline contact centre/call centre staff who are answering calls/responding to emails.
We don’t run a traditional contact centre/call centre as we only support some of the services offered by WBC and we aim to resolve as many queries as possible before passing on to relevant services.

New starters have generic customer service and technical training in the relevant subject they are answering calls in. This is a mixture of peer-to-peer training and in-house E-learning which is regularly reviewed at individuals’ performance meetings.

More experienced team members have refresher training if any requirements are identified by call quality evaluation and performance meetings but also simply if they feel the need to.

We also provide a classroom-based writing course as well as an in-house customer excellence course.