We have already begun working with Verisure staff at the alarm company’s Newcastle Centre of Excellence on call handling and customer service skills, and we’re back in the training room.
Verisure supplies alarms to homes and businesses all over the world with 20 000 employees serving 3.8 million customers. Newcastle is the base for its Alarm Receiving Centre, which monitors customers’ systems.
Our team will be working with call handlers on coping with a busy and sometimes challenging job protecting customers’ homes and businesses. Verisure has only been in the UK for six years and it is growing quickly.
The people we are working with work in a range of roles across the business. Verisure have been very keen to equip their people with the skills to help customers in a variety of situations.
Intelligent Dialogues trainers will also be working on sales skills with managers from across the UK. This programme is really interesting because we are equipping their people to be able to train their own people.
We have designed a programme that is relevant to the people we are working with and which gives the managers and team leaders a good depth of knowledge so they have the confidence to pass it on.
Intelligent Dialogue won the Verisure contract after pitching against a number of competitors. “We are really pleased that a prestigious company like Verisure, which is the number one alarm supplier in Europe, chose to work with us,” said Ms Banister.
Verisure HR director Denis Tesson said: “We are people who protect people and what matters most for our customers. Therefore, we ensure we have the best trained employees with the right skills to provide the best quality service that our customers deserve.
“We wanted to create bespoke training, customised to our employees’ needs, which is why we chose Intelligent Dialogue.”