Site navigation
Training
BCW Group has long recognised that world-class customer service never happens by accident. We put real energy and considerable resource into developing our colleagues at every level from the day they join the company, so that – whether a new collections adviser or a senior member of the management team – we consistently deliver the quality of service expected by our clients and other stakeholders.
Our in-house training team has developed the BCW Group buddy system; a three-tier coaching and mentoring programme where new employees can learn from their more experienced colleagues – themselves selected for their abilities in sharing knowledge effectively.
First, following classroom training, our new call centre colleagues listen to live customer calls conducted by their ‘buddy’. Next, they operate certain systems while the experienced collector still conducts the call. Finally, the new collector runs the call live while the senior buddy monitors and assists if necessary.
In addition, we have annual appraisals for every member of staff, with quarterly and half-yearly performance targets set. Areas requiring extra support are indentified, and our own trainers provide targeted and practical training, from basic tips right through to SVQ level.
We also think about the future, and have leadership succession planning in place which not only helps us to develop today’s leaders, but also allows us to identify the leaders of tomorrow and give them the support, guidance and opportunities they need to become the next leaders of BCW Group.
Our in-house training team has developed the BCW Group buddy system; a three-tier coaching and mentoring programme where new employees can learn from their more experienced colleagues – themselves selected for their abilities in sharing knowledge effectively.
First, following classroom training, our new call centre colleagues listen to live customer calls conducted by their ‘buddy’. Next, they operate certain systems while the experienced collector still conducts the call. Finally, the new collector runs the call live while the senior buddy monitors and assists if necessary.
In addition, we have annual appraisals for every member of staff, with quarterly and half-yearly performance targets set. Areas requiring extra support are indentified, and our own trainers provide targeted and practical training, from basic tips right through to SVQ level.
We also think about the future, and have leadership succession planning in place which not only helps us to develop today’s leaders, but also allows us to identify the leaders of tomorrow and give them the support, guidance and opportunities they need to become the next leaders of BCW Group.