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TEAM leaders from contact centres across the Highlands and Islands were in Inverness today (Wednesday February 25) to learn how they can build on the region’s growing reputation in this sector.
Highlands and Islands Enterprise (HIE) has been working with the Customer Contact Association (CCA).on the industry’s key requirements to grow its business. The contribution of good team leaders was identified as of vital importance to operators’ success and consequently HIE funded five team leaders from the region to attend a UK wide development day in Edinburgh last November.
The experience was considered of such value that HIE and the CCA agreed to organise a further exercise in Inverness for 24 team leaders from right across the region. Participants attended from BT in Alness and Fort William, CapGemini in Inverness, Essentiagroup in Brora, FirstInfo in Fort William; Talk Talk in Stornoway, TSC in Aviemore and Vertex in Dingwall and Forres.
The event, held in the Waterside Hotel, was led by leadership training specialist Ken Patrick of Changing Point, who explored methods for team leaders to help increase motivation and teamwork in the workplace.
Alison Wilson, HIE’s head of financial and business services, said: “The Highlands and Islands has an excellent reputation for providing high quality customer service and for the ability of personnel from this region to deal with more complex contracts.
“The industry already employs more than 3,000 people across the region, having grown steadily since the 1990s. And there is an impressive range of blue chip companies and clients being serviced from Highland sites including Marks and Spencer, Tesco, HSBC and Westminster City Council.
“We want to help our existing firms to build on their success, and attract other operators to come here through recognising the specialised skills available.
“The sector has a highly collaborative and forward-looking nature in this region. HIE is keen to support and develop the sector, promoting innovation, and helping companies to respond to current economic challenges as they continue to retain and win high quality work for the area.”
CCA’s head of membership services, Sharon Johnston, added “There has never been a more important time to invest in the management team in today’s ever changing contact centres. Developing skills is a clear way of demonstrating the commitment to the people working in the region and we fully support HIE’s efforts to assist operators in the Highlands and Islands to continue to deliver the highest quality customer service.”
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