We are thrilled to announce that we won the Training Award at the British Claims Awards on 6 June!
On presenting the award the judges commented that: “Coplus implemented pathways and drew on their expertise in-house to create coaching roles and demonstrated strong delivery of results.”
In 2018 we moved to a new agile training model for the Contact Centre, a significant change which streamlined training for new starters and created more development opportunities for existing staff. Through the introduction of coaching roles and our incremental training programme we have decreased initial training time, increased quality scores, promoted career development and more than doubled the amount of training undertaken by our team.
Our new way of training uses the skills of our existing staff and the role of our coaches helps to build a peer-to-peer relationship for new recruits. Our coaches deliver classroom-based training to new starters and offer guidance when in the live contact centre environment, providing a constant support.
Head of Customer Service, Sarah Peberday said:
“I am really pleased that our team has been recognised for our commitment to training. It’s been a collaboration across our operation utilising our energy and skills to deliver outcomes which have been great for our business, our customers and our fantastic people!
Receiving recognition from an industry wide award reminds us that we are a best in class operation and that this can be seen from inside and outside our company.
I would like to thank all our people across Customer Service, Claims, Technical, MI, Training, Management, IT, HR and Marketing – we could not have done this without you!”