Gem and Key Consulting
The partnership between GEM and Key Consulting was adopted to meet specific needs for GEM including ensuring it reflected the challenges faced in the outsourcing contact centre industry.
The programme was aimed at first-line managers because they were each responsible for the productivity and success of approximately 15 -18 customer relationship representatives. The training focused on improving managers’ problem solving and decision-making skills, to increase confidence and ability to make decisions, to improve their ability to manage people, time management and change management.
This programme has provided a diverse group of learners, some of which speak English as a second language, with the opportunity to apply their learning within the ever challenging contact centre industry.
The programme increased revenue by 50% and has increased employee satisfaction by 20%, reduced employee absence and increased internal recruitment of middle management to 30%.