Training expert Intelligent Dialogue has won a major contract with global alarm company Verisure to help it increase the skills of its workforce.
Diane Bannister (Intelligent Dialogue Managing Director)
The Royal Wootton Bassett company has already begun working with Verisure staff at the alarm company’s Newcastle Centre of Excellence on call handling and customer service skills.
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.
Intelligent Dialogue managing director Diane Banister said trainers will be working with call handlers on coping with a busy and sometimes challenging job protecting customers’ homes and businesses. “The company 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 Dialogue’s trainers will also be working on sales and negotiation techniques with managers from across the UK. Ms Banister said: “This programme is really interesting because we are equipping their people to be able to train their own people.”
She continued: “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. “It’s another great client to add to the Intelligent Dialogue family and we’re back training face to face.”
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 decided to choose Intelligent Dialogue.”
The easing of covid restrictions and a gradual return to normality for businesses has brought a flood of training enquiries, particularly for companies experiencing supply problems. “At first it was a lot about developing sales skills while salespeople were ‘off the road’,’ said Ms Banister.
“This year we’ve seen a lot of customer service training enquiries as all the supply chain challenges is affecting customer service levels and customer experience. While the clients we are working with are in different sectors and have different issues, they all recognise that their people are key to their business future.”
Find out more about the company at intelligentdialogue.com
(Verisure SSC)
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