Training style & methodology

At Call Focus, we pride ourselves on having the flexibility to be able to deliver training that has maximum benefit for each client. We understand that “no size fits all” and so design each course to meet the needs of individual learners especially when carrying out training as an in-house workshop. As a result, we adopt the following quality assurance policy and procedures:

Step 1 - Training needs analysis

The emphasis for each workshop is to make it as realistic and interactive as possible. So we carry out a training needs analysis (TNA) to determine the needs of each client and the training gaps of learners. Once identified, we set the expectations and priorities for the training courses, whilst agreeing the relevant topics to be addressed. 

Step 2 - Design and preparation of training programme

Each course is prepared specifically for each client or industry, based on the findings from the TNA and the proposed recommendations. We also recognise that training should deal with the issues and concerns that staff experience on a day-by-day basis. So, we include examples that staff can relate to based on “real life” situations.

Step 3 - Delivery of training

Each training workshop is highly interactive with lots of exercises, discussions, group activities throughout the day. All examples are based around the client or “real-life situations” and participants are encouraged to ask questions. With this high level of interaction, we can quickly assess the reaction, pace of learning and individual needs of learners allowing us to think “on our feet” and make necessary changes accordingly. This open atmosphere encourages real feedback and ensures that participants can relate to the learning quickly.

Step 4 - Post training feedback and evaluation

After each course, participants complete an evaluation form giving feedback on their experience of the training. This allows us to track satisfaction levels and the effects of learning, so that we can continue to improve our workshops. We share these forms with our clients.

Sometimes staff come up with queries or ideas for their own business. We are happy to discuss these details further so that they can come up with workable solutions (sometimes we make suggestions or recommendations too).

Once we have finished the training, we don’t stop there. We offer on-going telephone and email support to all participants, so they can contact us for guidance or advice at any time.