Telegen UK

People
The vital ingredient in any contact centre is the operational staff, right from the senior management through to team leaders and finally those agents creating the dialogue with existing or potential customers.

Telegen understand that in order to deliver successful customer interaction then you need to invest in the right recruitment, training and management processes and skills to keep top quality staff correctly motivated and operating consistently at the highest level.

Training
Once you have recruited the best people, obviously giving them the relevant skills to make the most of their job is the next step, so a fully integrated training package is the next step for new recruits. Induction training always includes:

Introduction to Telegen
Introduction to client and campaign specifics
Full product training (often with client involvement)
Telephone Techniques (in classroom environment)
Role playing learned Telephone Techniques
Best Practice observation (listening to recorded calls)
Full system overview and practice sessions (in dedicated environment).

Once new recruits are fully equipped from this training, they enter an "Academy Team" on each campaign, where they experience their campaign at first hand, but in a highly supportive, closely monitored fashion. This enables confidence levels to be kept high and develops each individual through twice the normal level of call monitoring and instant feedback from coaching staff and supervisors. After two weeks successfully completed in the Academy Team, agents are fully qualified to work full time on their campaign.

Additionally, our training department conduct monitoring, coaching and refresher training alongside the campaign management teams, to ensure customer dialogue remains of the highest quality and that agents maintain motivation and focus.

Management
Telegen's highly experienced management team provides the support, motivation, analysis, I.T. platform and client liaison necessary for successful delivery of every client campaign.

Our Project Managers are responsible for all client communication (interpreting and understanding needs, marketplace, targeting, etc) and also have overall management responsibility for the team delivering the campaign. This dual role has the effect of creating a "virtual" contact centre manager for each client, making communication and response quicker and easier. There is no need for the traditional and clumsy separation of client liaison and operational staff, which can often be slow to identify and act on performance or other campaign issues.

Reward
Telegen strongly believes in rewarding excellence and commitment. We have a whole raft of team and individual reward and bonus schemes, closely linked to client targeting and requirements. Our pay structure is very much in the upper tier for our Brighton location and enables us to attract the best possible quality of operators and supervisory staff.