Over the past three months we have been working with Electricity North West to help improve performance in their corporate telephone contact centre.

Electricity North West owns, operates and maintains the North West’s electricity distribution network, connecting 2.4 million properties, and more than 5 million people in the region to the National Grid.

Working with management and staff in the centre, we have provided training to improve telephone skills, improve communication, reduce stress and enhance customer service.

The staff have been very positive and have fully engaged in the programme, which has already seen improvements in call-handling.

Kath Jones, the contact centre’s Quality Analyst, describes how the training has helped the company – and their customers.

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