Training
Cega has a Group Training Plan that delivers training to satisfy all our statutory and contractual obligations.
As customer service is paramount to our offering, we ensure that performance indicators accurately monitor technical expertise and product knowledge. With full access to online telephony and IT systems, comprehensive and regularly updated in-house training programmes utilise real-time cases to enable interactive and relevant learning.
To enhance in-house training we also encourage our staff to study for externally accredited qualifications. Online and post call surveys continually monitor customer satisfaction levels and compliance. This enables immediate resolution to dissatisfaction and thereby highlights training opportunities and also serves to encourage staff where positive feedback has been offered.
Detailed analysis of these reports and monthly complaint reviews ensure the customer experience is constantly re-evaluated and improved.
1. Coaching
Cega utilises individual coaching to provide management development to staff through skilled and experienced telephone coaches. This enables new starters to be operationally effective quickly and without compromising customer care or technical accuracy.
2. Group management and Leadership Training
- Module 1. Feedback & performance management
- Module 2. Leadership qualities
- Module 3. Time management & team performance
- Module 4. Decision making and problem solving
- Module 5. Motivation for maximum performance
- Module 6. Building a team that works
- Module 7. HR Procedures
3. Group Customer Service Training
- NVQ programme
- Understanding the effects of bereavement
- Customer service & empathy
- Customer service and true assertiveness
- Train the trainer
Cega has an extensive staff training programme
Empathy training
Telephony training