Gateway Contact Centre - West Midlands Business Link
The West Midlands Business Link operates its front line customer contact activity through its 'Gateway' contact centre. The centre is split between service, and sales functionality having direct responsibility for creating and developing new and existing client relationships with business link
As part of a developmental process, and a pre curser to some wider change Eat the Elephant were tasked with undertaking a 2 day service and sales skills development programme
Joy Brassington, head of client management crucially wanted this training to be both lively, and motivational - very much in line with her own outlook as to how the centre will develop
The programme focused upon developing greater expertise in developing cvustomer relationships, providing appropriate services, and in identifying opportunities for the business link to develop business opportunities
In essence a focus was given to call planning, handling and cross selling.
The feedback says it all.......
"Great feedback from the team. Comments have included 'its really boosted my confidence' 'delivered in a non threatening atmosphere.' We have noticed a few to do lists around the office."
Joy Brassington
Head of Client Engagement
Business Link West Midlands Gateway