North East call centre commits to staff development

Garlands Call Centres has introduced a series of new training and qualification programmes and signed up to key Government initiatives

The company has recently been re-certified as an Investor in People following an inspection in January 2010. IIP is the national quality standard for investment in training and development to achieve business goals, and it is the ninth consecutive year that Garlands has been recognised by IIP as compliant with these tough quality standards.

NVQ re-launch

In demonstrating its commitment to the Skills Pledge, the company has embarked upon a vigorous re-launch of its already successful NVQ and apprenticeship programmes – revamping its advertising campaign and marketing materials, raising awareness via the Company intranet site and offering site-based Open Day events, all with the support of Intec Business College.  The Company has already seen a significant increase in the uptake of NVQ courses as a result.

Garlands continues to roll-out ‘Soul Train’

This is an intensive leadership and cultural change programme designed to set new performance benchmarks to raise quality and set Garlands apart from its competitors.  Since its introduction in August 2009, over 50 directors, managers, coaches and trainers have been through the programme that’s designed not just to instil a powerful winning mindset but also to deliver easy-to-use tools and techniques to improve management and coaching skills, and enhance communication skills.

Speaking on behalf of Investors in People North East, Carole Ramshaw, Assessor, said “During this assessment, Garlands provided evidence that they were embracing all of the principles of Investors in People and is to be commended for the excellent working practices they had in place. There was a strong commitment of all staff interviewed to continually improve in everything they do.”

“We’re extremely proud of our achievements in retaining IIP certification and being short-listed for a prestigious local learning and development award,” said Andrew Drummond, Training Manager, Garlands Call Centres.  “I believe it is deserved recognition for the hard work and dedication that the training team and many other Garlands’ personnel have put into improving learning and skills within the business – an investment that is already delivering a return in terms of improved business performance for both Garlands and its clients.”

Pictured above: Garlands staff enjoying their training and development.