Journeycall makes training the highest priority for company new entrants, and for existing staff when additional services are incorporated into Journeycall’s work streams. Our training team is in regular communication with clients and call centre managers to ensure that Journeycall continues to meet client and customer requirements. |
| We regard training and learning as the essential first process in shaping customer and client service of the highest standard and our training and development activity is high on the agenda of every Journeycall senior management meeting. We believe that ‘training’ meets the organisation’s needs whereas ‘learning’ is about individual development. We should be, and are, providing opportunities to assist in the development of people, enabling them to achieve their own individual potential. |
| Our agents are enabled, through training, to make real-time decisions during calls, based on information given to them by customers, rather than any script-only responses favoured by many other call centres. |