Learner Feedback | Samantha Thirlway | Back2Work Complete Training

Our Digital Contact Centre course provides our learners with all the knowledge and understanding they need to secure employment in the Contact Centre industry.

One learner who recently completed the 10-day course is Samantha Thirlway from Merseyside.

Samantha's Story

After previously gaining a Level 2 Teaching Assistant qualification, Samantha decided to enrol on this particular course to learn new skills in order to seek a permanent role in this area.

Her experience on the course was an overwhelmingly positive one, and she described how she learnt more than she initially thought she would when enrolling.

“The course not only taught me everything I needed to know about customer services, customer contact centres and cyber security, but it also taught me new listening skills and how to take control of different situations.

“I was also introduced to showing mindfulness to other opinions and thoughts, as well as some compromising techniques.”

Her Experience

Samantha also described her experience with her tutors throughout the duration of the course, who supported her and her fellow learners on the course throughout.

“Jakki and Tina were amazing. They were very knowledgeable and gave us clear instructions and information. They were also very patient, calm and reassuring. Their feedback was always very constructive and helpful.

“On a personal level, I found both ladies to be absolutely lovely! They made it a lot of fun too, and I hope to let them know I have a job soon.”

Increased Confidence & New Skills

She also told us how much more confident she feels, and how the course helped develop this.

"I feel that I have learned so much more than what the qualifications stand for. I am up-to-date with all of the acts and laws, and am now much more confident in myself when speaking in front of and discussing things as a group as a result of completing this course."

Samantha is now well underway with the interview process thanks to the Contact Centre course, where she also received coaching and support to make sure she’s fully prepared for her upcoming interviews.

She described how the new soft skills she’s learnt can ultimately help her to secure full-time employment in this industry.

“We used techniques such as role play, with break out rooms and discussions in between lessons that helped me develop better listening skills. I now feel more confident in compromising and diffusing arguments, as well as being able to debate and delegate, manage my time better and prioritise tasks.

“They also helped me to update my CV and introduced some really useful interview techniques.

”I believe that with my experience and new skills, I can now look for a position with longevity, rather than in agency work or on temporary contracts.”

We’ll be keeping a close eye on Samantha’s progress and wish her all the best with her future career.

Congratulations again, Samantha!

Looking to get back into work?

If you’re currently unemployed, over the age of 19 and looking to get back into work, our range of pre-employment courses could offer you a pathway to a new career.

Please contact us here and a member of our team will get in touch to talk through the options available to you.

Back2Work Complete Training provide Pre-Employment Training throughout the UK.

Pre-Employment Training works great as both a recruitment service for employers and an employment service for those who are unemployed.

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