Connect Assist is a social business, which has a specialist contact centre providing helplines and digital services to 50 clients, including the Royal British Legion and Barnardo’s.
Its clients range from charities and public sector organisations to private sector companies. Its team of 112 people offers helplines and digital services to the third and public sectors.
Connect Assist needed a tailored programme to train its call handlers in coaching skills. TSW Training delivered a bespoke ILM Level 3 Award in Coaching, which produced fantastic results and impacted directly on the performance of the individuals and the organisation.
Connect Assist has restructured due to its rapid growth over the past two years. As a result, it needed a tailored programme to train its call handlers in coaching skills.
In addition, the management team wanted to standardise coaching across the company’s helplines. The way coaching was being delivered to callers varied due to the diverse range of experience across the team. The company needed a core framework to standardise support given across its 16 helplines.
Holding a series of meetings with senior management to refine their objectives. We spent time at the centre’s headquarters to observe the team and gain a better understanding of its environment and challenges faced by the team.
“We love working with TSW Training. They are very realistic and understanding, and have always been excellent at delivering what we need and when we need it…our training was delivered by an incredible team, who were outstanding communicators and very easy to work with. They truly got to know our team and the challenges we face day-to-day. We have been very impressed, and have already organised further management training.”
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