What We Do

Our Strengths
 

Business Simulation Games

Drive performance improvements for your business

  • Pro£itable Pursuits – engaging finance training with positive commercial impact
  • Pro£itable Pursuits helps people develop real business skills
  • Factotum – Staff and committee member training with a difference
  • Core Values – A competitive interactive learning tool for the nuclear industry

In-house Training

  • A cost-effective way to develop key skills
  • Courses held where and when you want
  • Save on travel and accommodation costs
  • Reduce staff time away from the office
  • A great way to boost performance!

How We Do It

In Practice
 

Value adding resources

  • Course notes on a USB memory stick (per person)
  • Posters for the training room and for use in the office, post training
  • Accelerated learning toys

In-houseEspresso Coaching Sessions

  • (90 minute sessions)
  • Delivered on site for the benefit of really busy executives.

Class 1 Consultants are the right choice for your organisation. Training, coaching, learning – all delivered in a flexible, engaging format designed to meet the needs of your organisation.

How We Do It

Services
 

Coaching

Class 1 Consultants provide coaching for individuals, groups, and organisations in the UK.  

Today’s leading organisations have realised that achieving competitive advantage and delivering business goals is heavily dependent on investment in their current leaders, as well as the potential leaders of the future.

Our wide-ranging choice of coaching options is designed to deliver compelling, confidential and cost-effective programmes for your personal and professional performance.

  • Executive Coaching for business professionals and senior executives to enhance their performance, influence and decision making.
  • Group Coaching for Leadership Teams, Boardroom Members and Sales Teams to develop collective strategies and capabilities.
  • Business Coaching for organisations large and small to enhance their strategic direction and execution for greater results.
  • Career Coaching for individuals to enhance their potential and realise their personal and professional ambitions.

Just In Time Coaching

Just In Time Coaching is timely, efficient, effective.

Wouldn’t you like to deal with issues sooner rather than later, have a heads up on the solution right here and right now?

Would you like to talk it through with a coach when your concerns are happening and not have to wait for weeks or months for a scheduled appointment?

Our work and home lives can be unpredictable and unforeseen. Challenges and changes can occur instantly, so do our needs for assistance.

The entire aim of JIT is to provide coaching as circumstances dictate.

Motivational Speaking

The best motivational speakers aim to challenge their audience members to see things differently, think differently and act differently.

They take their true life experiences, deliver their stories in new and creative ways and communicate their knowledge with passion.

When you hire the right motivational speaker, your audience leaves energised, entertained, educated and alive with possibilities.

Brian Hutcheson has a unique style combined with a wealth of fact-based stories with an innovative approach that make him a favourite with clients.

Leadership Development

Leadership Development improves first line leaders and managers through group and individual learning techniques to promote self-awareness and professional development, pinpointing opportunities to improve on strengths and identifying areas for personal and professional growth.

A six-month programme specifically designed and delivered for your organisation to benefit you corporately and commercially.

Call Quality Monitoring

As contact with customers continues to change, so have customers’ expectations.

This change has increased the importance of defining, evaluating, measuring, and delivering a high-quality telephone service.

Organisations that make service quality a priority and successfully monitor and manage customer calls invariably provide a superior customer experience.

Class 1 Consultants is a quality management service provider for call centres locally and nationally.

Our services include third-party quality monitoring, customer satisfaction surveys, mystery shoppers and coaching of all call handlers.

Class 1 offers more than a decade of solid industry experience and proven results.

Call Quality Monitoring, Customer Satisfaction Survey and External Benchmarking will provide third party, objective and professional evidence of customer service in telephone communications.

Call quality monitoring is essential for any business, providing invaluable insight into how you are performing and what consumers are really experiencing.

The most useful results often stem from measuring and improving processes that go beyond monitoring sample calls.

The focus is on wider areas of the business, from the setting and evaluating of standards, to advisor coaching, through to the training and development of staff. Regular monitoring is a proven way of maintaining best practice, whilst ensuring advisors get the details right.

Effective call handling is identified by a range of features such as the appropriate greeting of customers, adhering to a sensible call structure, and using positive language throughout the call.

With regular quality monitoring, you can prevent bad habits creeping in and spreading from call handler to call handler.

Regular monitoring, support, feedback, and training all help you maintain your high standards.

We’re not here to catch you out
Call quality monitoring is not – or should not be – a negative, top-down activity, designed to trip up call handlers. In the best businesses, it is an integral part of the skills programme, of benefit to call handlers as well as customers. Monitoring that is collaborative rather than prescriptive, inclusive rather than authoritarian, is likely to lead to more acceptance and co-operation. Most call handlers find it helpful to know what the organisation expects of them and why their calls are important to the business and its customers -that is why we also provide free coaching to all call handlers.
Feedback, support and coaching are fundamental
Class 1 Consultants’ monitoring process is objective, using a unique tried and tested method of scoring and evaluating that is proven to be fair and equitable. Feedback can be delivered one-to-one, remotely, or via group sessions where call handlers share and spread best practice. Whatever method is selected, the important thing is that there is an opportunity for individual call handlers to contribute to the discussion. Not only does this encourage their buy-in to the process, but their comments and suggestions are often extremely insightful.  However, also bear in mind the fact that call handlers are sometimes harder on their own performance than managers or supervisors would be. Staff support will be provided through interventions such as refresher and formal skills training, together with development and action plans to improve advisor performance.  The aim is always to improve the customer experience and achieve your business objectives.
Quality people for quality monitoring
Quality evaluation is only as good as the person doing the evaluating.  It’s worthwhile investing in a dedicated person to monitor call quality in your business. Class 1 Consultants was founded by Brian Hutcheson, a call centre industry veteran.  He has worked with leading global companies as an expert partner in whom they can entrust their companies’ service quality. His experience with all aspects of call centre operations led to the development of industry-leading third-party quality monitoring and a unique system for measuring service quality. Each call is scored over a 40 point call handling template covering the key areas of:
Greeting, Validation, Call Handling, Resolution, Hold / Transfer, Control, Clarity, Tone, Flow, Enthusiasm and Close.
We then listen to the call from the customer’s point of view and provide a second report based on how the call was handled to the customer’s satisfaction. All reports are easy to read, graphical and extremely helpful.

Call Quality Monitoring

As contact with customers continues to change, so have customers’ expectations.

This change has increased the importance of defining, evaluating, measuring, and delivering a high-quality telephone service.

Organisations that make service quality a priority and successfully monitor and manage customer calls invariably provide a superior customer experience.

Class 1 Consultants is a quality management service provider for call centres locally and nationally.

Our services include third-party quality monitoring, customer satisfaction surveys, mystery shoppers and coaching of all call handlers.

Class 1 offers more than a decade of solid industry experience and proven results.

Having worked with Thomson Travel Group, Prudential, Be Cogent, HBOS, Santander, Midlothian, East Lothian, and Edinburgh Council.

Call Quality Monitoring, Customer Satisfaction Survey and External Benchmarking will provide third party, objective and professional evidence of customer service in telephone communications.

Call quality monitoring is essential for any business, providing invaluable insight into how you are performing and what consumers are really experiencing.

The most useful results often stem from measuring and improving processes that go beyond monitoring sample calls.

The focus is on wider areas of the business, from the setting and evaluating of standards, to advisor coaching, through to the training and development of staff. Regular monitoring is a proven way of maintaining best practice, whilst ensuring advisors get the details right.

Effective call handling is identified by a range of features such as the appropriate greeting of customers, adhering to a sensible call structure, and using positive language throughout the call.

With regular quality monitoring, you can prevent bad habits creeping in and spreading from call handler to call handler.

Regular monitoring, support, feedback, and training all help you maintain your high standards.

We’re not out to catch you out
Call quality monitoring is not – or should not be – a negative, top-down activity, designed to trip up call handlers. In the best businesses, it is an integral part of the skills programme, of benefit to call handlers as well as customers. Monitoring that is collaborative rather than prescriptive, inclusive rather than authoritarian, is likely to lead to more acceptance and co-operation. Most call handlers find it helpful to know what the organisation expects of them and why their calls are important to the business and its customers -that is why we also provide free coaching to all call handlers.
Feedback, support and coaching are fundamental
Class 1 Consultants’ monitoring process is objective, using a unique tried and tested method of scoring and evaluating that is proven to be fair and equitable. Feedback can be delivered one-to-one, remotely, or via group sessions where call handlers share and spread best practice. Whatever method is selected, the important thing is that there is an opportunity for individual call handlers to contribute to the discussion. Not only does this encourage their buy-in to the process, but their comments and suggestions are often extremely insightful.  However, also bear in mind the fact that call handlers are sometimes harder on their own performance than managers or supervisors would be. Staff support will be provided through interventions such as refresher and formal skills training, together with development and action plans to improve advisor performance.  The aim is always to improve the customer experience and achieve your business objectives.
Quality people for quality monitoring
Quality evaluation is only as good as the person doing the evaluating.  It’s worthwhile investing in a dedicated person to monitor call quality in your business. Class 1 Consultants was founded by Brian Hutcheson, a call centre industry veteran.  He has worked with leading global companies as an expert partner in whom they can entrust their companies’ service quality. His experience with all aspects of call centre operations led to the development of industry-leading third-party quality monitoring and a unique system for measuring service quality. Each call is scored over a 40 point call handling template covering the key areas of:
Greeting, Validation, Call Handling, Resolution, Hold / Transfer, Control, Clarity, Tone, Flow, Enthusiasm and Close.
We then listen to the call from the customer’s point of view and provide a second report based on how the call was handled to the customer’s satisfaction. All reports are easy to read, graphical and extremely helpful.

Get In Touch

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Class 1 Consultants Ltd
76 Whitelea Road Kilmacolm
PA13 4HN
07989 796 839
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