Carefully designed, efficient and well documented business processes are the key to managing risks in your business. The team at TranceAdvantage have over 15 years experience in process design and improvement to help you make sure that your operational processes run as smoothly as possible.
With particular expertise in business operations and customer journey, TranceAdvantage can quickly help you spot and control both the risks and waste present in your current processes. We have proven experience with complex, multi-site, multi-territory processes.
Whether you simply need to capture and document your status quo or completely overhaul your customer journey, we will work with you to find the best solution for your business process management.
In the corporate world, and in particular for financial services firms, training is only half of the story when it comes to ensuring you can demonstrate that your staff are competent for the work they do.
Sometimes it's difficult to know where to start in designing a training and competence scheme; knowing what evidence is needed to be sure that your staff continue to demonstrate the level of competence required.
TranceAdvantage can work with you to design a customised training and competence framework to give you confidence that your staff are getting the training and support they need and help you evidence this when required.
Times have moved on from simply checking that all of the elements of an interaction with a customer have been completed in line with your process. Checking against a script for call centre activity does not give you the confidence that your customers are getting the right outcome.
Our QA experts at TranceAdvantage have been involved in projects working closely with the regulators to design cutting edge quality assurance systems which place the outcome for the customer at the heart of the QA process.
TranceAdvantage can help you to re-evaluate your QA system and make sure that it's primary goal is to strive for the right customer outcome every time including training your staff to look beyond process adherence.
Sometimes the experts in your business are not experts in passing their knowledge on to the rest of your workforce.
Making sure that training happens efficiently and effectively relies on having the expertise to pass on knowledge and provide new skills using proven training models.
With 15 years experience in the design and delivery of custom training solutions, we can quickly identify the best way to give your staff the skills and knowledge they need.
Whether it is polishing up skills or simplifying complex process training, TranceAdvantage can design a bespoke solution to efficiently deliver the knowledge you need into your workforce.
Innovative business process improvement and digital solutions leader with particular expertise in financial services, remediation and rectification, and BPO.
Over twenty years experience on both client and supplier side, with a wealth of experience in driving process efficiencies especially in using technology solutions to optimise efficiency, reduce cost and improve customer experience.
“Ridiculous attention to detail” is a phrase I’d use to sum up Jonathan. I first met Jonathan when he was a consultant to a client and have always been impressed with his innovative approach to T&C and engaging style of training delivery. Jonathan has a rare knack of being able to see things from the operational perspective as well as understanding the regulatory and customer needs. Jonathan would certainly be my first call if I was looking for some help with training or QA in FS.
Jonathan has worked with me on several Customer Service migration projects to ensure new agents are trained, competent and ready for business. Having someone of Jonathan's calibre and professionalism deliver this during complex and challenging transitions has been a critical factor for success. Jonathan’s approach, communication and rapport with agents is second to none but it’s his personal ownership of not only what happens in the training room but on the job after training which sets him apart from other trainers I have worked with. Knowledgeable, dedicated and fun to work with are only a few of the words I would use to recommend Jonathan to any firm.
Jonathan is an amazing trainer and so much more. Jonathan is highly professional with a great work ethic. Jonathan is practical and grounded as well as refreshingly straight forward in his communication. He will never over promise and under deliver and finds ways to exceed expectations. Jonathan is fun to work with and good at making his customers feel in safe hands. I highly recommend Jonathan as an expert in his field.
Gateshead, Tyne & Wear
Tel: 033 00 43 43 67
Tel: +44 (0)191 367 0191
Mon - Fri, 9:00-17:00