Posted: Tuesday, 23 August 2016 @ 11:14
Retail Assist is a leading retail-only solutions and services company working with some of the top retailers on the high street including Jane Norman, La Senza, Karen Millen and Oasis to provide managed IT services and retail solutions. The Nottingham Head Office has recently joined forces with Intec Business Colleges to offer staff working within its service desk operations the opportunity to take an NVQ or Apprenticeship in Contact Centre Operations as well as NVQs/Apprenticeships in Business Administration.
The idea behind undertaking the qualifications, particularly the Contact Centre NVQ, was to give staff more confidence when taking calls and to help improve the technical service they are providing to customers as well as reducing call times and enabling staff to become more efficient in their roles.
Rae Hayward, Human Resources Manager, at Retail Assist, explains, “The NVQs and Apprenticeships have enabled our staff to focus on what they do but it hasn’t just been a case of providing evidence they have also had to look at new ways of doing tasks within their jobs. Working with Intec has been great and we have been able to work with the Assessors to choose the most suitable units from the NVQs to ensure the training is relevant to our staff.”
Feedback from staff, who have been undertaking Level 2 NVQs/Apprenticeship in Contact Centre Operations as well as Levels 2 and 3 in Business Administration, has been very positive and individuals are now able to gain a formal qualification whilst at work. “The NVQ/Apprenticeship training has also had a positive impact for the business giving our staff more confidence to deliver an efficient and excellent standard of service for our clients.”