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The good thing about T & T Training is the fact they’re so flexible. We’re dealing with life and death situations here and they’ve been absolutely brilliant, continuously revising how they deliver the programme.

Tony Taylor
Customer Contacts Manager Warwickshire Police

“When you find a good trainer, you should hang onto them.” That’s the view of Lynda King at Age Concern Enterprises who’s been working with T & T Training for the past four years.

Lynda, Operations Manager at Age Concern Enterprises Contacts Centre in Ashburton, Devon, chose to work with Helen Hartley from T & T Training because she “didn’t just say what she could do for us, she helped identify our objectives, and then explained what T & T Training could offer.”

Helen initially spent time in the Contacts Centre to observe the staff answering the national Information Line, before developing a bespoke training programme. This involved providing soft skills training for the fifteen operators.

“It’s easy to assume that everyone uses the phone as part of everyday life, but many of our callers may have plucked up the courage to call us for the first time and ask for help,” says Lynda. “That’s why it’s vitally important that we answer every single call in the right way.”

T & T Training ran a one day training course for the operators which focused on all aspects of telephone techniques. The highly interactive course included a combination of games, exercises and role play situations.

The consultancy has since been running similar courses on a regular basis as new staff start. Each group usually comprises about four staff so that individual attention can be given to participants. T & T Training also suggested undertaking a mystery shopping exercise for the information line. Feedback was given direct to all the operators and a half day of coaching was then staged to address the issues identified.

A range of further training has also been developed for supervisors and new starters. Plans are currently underway to train more than 50 staff involved in a new, national Age Concern initiative.

“Helen has that ability to draw people in to the training and enjoy it without forcing them,” says Lynda. “T & T Training has provided excellent training on an ongoing basis which our staff have really responded to.”

If you would like to speak to any of our clients about the service they have received from T & T Training, please contact us.