Induction - Improving time to Competence

Do you ever wish you could wave a magic wand and solve the challenges you face in your contact centre?


Sometimes in learning, we have a habit of throwing absolutely everything at our new starters when they join a company. This isn't always the right thing to do, as they can become like the famous saying 'jack of all trades, master of none' and a skills fade can occur as they simply don't remember everything or use it right away.

Here at ERR HQ we eat, sleep and breathe the contact centre world and have an in-depth understanding of not only contact centre learning solutions but also the operational side of the business. With this knowledge and experience we understand the importance of getting your new front-line team members ‘job ready’ to engage competently with your customers.

This is not an easy task, in fact it can be a huge challenge for learning and operational teams. That is why bringing in external experts can really help. We can bring our skills, knowledge, experience and expertise into your business and support you in improving time to competence through ensuring you have the most effective induction training as possible.

So how can Ember Real Results help, we hear you ask.

Well it's simple, really. We have created a structured 6-step approach to supporting you in creating and delivering the best solution possible whilst keeping the end goal of reducing time to competence at the front of our minds. The great thing about using us to partner with you on this is that we can even support you with the design and delivery of the proposed solutions. If you don't have the capacity or capability in-house, we have an amazing and talented team of consultants to create all types of learning, including digital.

What do you even need to consider when looking to improve time to competence?

Who we've helped

“These training interventions absolutely hit the nail on the head. We have no hesitation in recommending Carolyn and her team at Ember Real Results. We are already planning to work with them again” - Bupa

“Into January we have seen average talk time decrease by approx 60 seconds which is huge and also across the One Health teams we are seeing consistent handle times of around 5 minutes which is good too. We are going to continue mopping up the remaining people on BALANCE training in Feb/March and also have got weekly optimisation meetings in place to review progress and individual performance to keep the focus on this”. - Boots

“We are totally committed to continuously improving the quality of service offering to our Customers. The positive feedback and initial results demonstrates why we are working in partnership with Ember Real Results. Their values, quality and delivery completely support the aims of our Business Strategy and it is leading to a step change in performance.” - Autoglass