Internal Training

Our philosophy is simple. We train our staff to the highest standard so that their confidence shines through when they communicate with your customers. At Phonetic, we have an in-house, full time trainer who is on hand to guide our agents from induction programmes through to high-end campaigns, providing support and regular coaching sessions.

Training at Phonetic is considered an essential part of personal development. We value individual development and our Investors in People accreditation means the business has become more successful by us actively fostering a learning culture.

From their Induction into the company, new recruits are required to engage in a continuous weekly training programme where both soft and technical sales skills are delivered, which enables them to achieve both team and personal goals. Performance enhancing coaching is seen as essential to promote growth and personal development within the organisation.

Agents have the opportunity to apply to take part in the Contact Centre NVQ level 3 and Introduction to Management courses. This is available after successfully completing six months with the Company. We are currently awaiting confirmation as an Accredited NVQ Approved Training Centre, which will enable us to offer NVQ Training to other Call Centres in the North West.

In addition, all Team Leaders complete the ILM (Institute of Leadership and Management) Team Leader Certificate Training. Phonetic is an accredited assessment centre for the Institute of Leadership and Management and can offer bespoke management training solutions to any company with a need to enhance management skills.

Phonetic is accredited to deliver the Institute of Leadership and Management’s (ILM) team leading courses and holds the Investors in People (IIP) standard. All new staff, after six months of service with us, can undertake a Contact Centre NVQ qualification.