Contact Centre Trainer Review

I currently deliver end to end Contact Centre training Programme to all Customer Service Representatives new to the Contact Centre role as well as delivering feedback and organising ongoing training for the team through mentoring, coaching and utilisation of internal and external resources and services. I also work alongside other members of the management team to identify problem areas and risks associated with processes and make recommendations to improve and update/amend training material accordingly.

I have learnt many skills that I will apply to creating my training sessions and when delivering my training. I have learnt the best ways to help adults learn, and many theories surrounding this. Since starting the course my time management skills have improved a lot, I have always been good at managing my workload, having added work has meant I have really had to prioritise what is needed first.

It is nice that we have others in our 'cohort', I thought it was more solo based, but having others doing it alongside me has made it more enjoyable. I think it would be more enjoyable if we could do some of the workshops in person, as the virtual ones do feel kind of 'samey'

The program is very well organised, I was given the cohort plan as part of the application process and I had all the workshop invites prior to starting so I could plan and notify my line manager. I also had access to the BUD platform prior to starting, this gave me the opportunity to have a look around and see how the course would go.

My Line Manager is very supportive and helps me book in extra meetings with other people in the organisation that may be able to help. I find my Direct manager a little less supportive and sometimes have to ask a couple of times to ensure I get the 6 hours to complete tasks for my apprenticeship.

Crosby has been very helpful, I was unable to attend a workshop and the trainer made sure to record the session and send me the recordings as well as the supporting slideshow so I could catch up before the next workshop. I haven't had much contact with my lead trainer, but when I have asked any questions they have been asnwered in full.

The training I deliver is majority one to one and computer based training, so it has been a struggle to bring what I have learnt so far into my role. I have however begun using some of what I've learnt in the design of my training sessions, and in how I train

My organisation is very sociable and offers many opportunities to get involved in activities, as a charity the focus is predominantly on volunteer days, these are still very sociable as their is often a group of people that go. We don't have any sports teams, but the company has got a 'deal' with the local gym giving us a reduced rate.

Yes

Because it's a great place to work! Everyone at the company is very friendly, many places you start a job at can be quite cliquey and it takes a while to get settled, however there is nothing like that at my organisation and as an added bonus there is always cake somewhere!!

I think be prepared! We use a lot of systems, have a lot of processes in place and have to adhere to many regulations - this could be very overwhelming if you're not prepared for it. Also be yourself - everyone is so friendly here, that you'll fit in better if you're yourself and friendly.