performance management framework
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“Calcom has supported us through the biggest transformation we have undertaken in our history. I can honestly say that without doubt, Calcom’s commitment, development and training has been one of the key factors in the excellent results our people have achieved across customer services.”
Jon Abrahams,
Head of Operations,
Royal Mail
learning
transforming people, supercharging performance,delivering customer service excellence
do you need to?
• develop your leadership team for today & next generation service
• find, develop and retain the right people
• increase employee engagement, capability and skills
• create career pathways linked to skills and performance
• skill and equip for the future
teams & individuals
we explore your needs and aspirations
- customer service and sales
- customer service advisor
- complaints team
- technical support
- credit control
- administration and processing teams
- field sales teams
- first line management
- team leader
- team coach
- team supervisor
- train the trainer
- operational & strategic management
- contact centre manager
- call centre manager
- team manager
- customer service manager
- business support manager
- back office manager
- quality team
- workforce planning
- sales manager
- marketing manager
- senior management
and director - head of service delivery
- head of sales
- head of back office
- site director
- general manager
- customer board
- certification & qualifications
design & build
we appreciate that each operation has individual requirements
- high performance coaching frameworks and tools
- customer management learning academy
- CapabilityView™ and assessments
- time to competency
- leadership training
- competency framework
- customer service framework
- quality service framework
- quality management
- induction – improving quality, reducing time to competency
- accreditation, qualifications, certification and assessment
implement & transfer
we take the time to understand what makes your people tick
- high performance coaching
- calcom trainers and coaches
- train the trainer kits and certification
- bespoke transformation programmes
- evaluation
- onsite teams
- interim management
- model office
- managed service
- programme management
- pilot testing to rollout
customer service excellence academy
• over 75 courses
• frontline to board
• customer service
• sales
• back office
• high impact
• fast track
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