Anthony Anderson has been part of the Welbeing family since April 2017. He joined us in the role of Call Centre Trainer and has become an integral part of the contact centre team. We spoke to Anthony to find out more about his role and how it helps us achieve our goals.
How would you describe the role of Contact Centre Trainer at Welbeing?
In my role I provide training, coaching, support and general assistance to all our Contact Centre new and existing staff members. This includes completing quality checks, live call audits, 1-2-1 meetings and group discussion. I also create new training material for the business, document new procedures and provide support to any area that requires it.
Why is the service Welbeing provides so important to you?
In the UK we are an aging country, and as we age the service that Welbeing offers becomes an important and often essential part of an elderly person’s life.
The Welbeing service is vital in keeping people in their own homes, which is where we all love to be. I strongly believe that by providing our service, and being one press of a button away, we help to relieve the anxieties that the older generation may often feel with regard to being alone and vulnerable.
All the equipment we use helps to make a difference to the service users life no matter their age, and it helps to provide peace of mind to their loved ones which we often receive compliments on. Our service is vital in that it reassures people we are there to provide the care and support required to help them live independently.
What is the best or most enjoyable part of your job?
The best part of my job is training new starters. The feeling I get from seeing a trained new starter take an emergency call, potentially save someone’s life and provide excellent customer service is something that makes my job even more rewarding. I know that in the small part I play at Welbeing, I’ve contributed to our goal of providing first class service and support to all our customers.
Can you explain how lifeline support helps Welbeing’s customers?
It helps our customers by providing reassurance and support for people who may have been lacking confidence before using our service. It helps by providing the customer with the help they may require should they, for example, fall in the garden or start to feel unwell. Welbeing is there every minute of every day and I know this fills our customers with the comfort they may need to be able to go about completing every day tasks that some of us may take for granted.
What has working at Welbeing taught you?
Working at Welbeing has taught me to never take anything for granted in life. Most of our customers rely on us to be there when they fall, have a medical emergency or require assistance from a loved one and that’s really opened my eyes to how I live my life. Life is too short and the advice I’ve given myself is to always enjoy everything the best I can and make positive of any challenging situation, both at work and in my personal life.
What advice would you give to someone wanting to work in the sector? What qualities do you think are important?
The main qualities required in my opinion are kindness, compassion, a caring nature and a willingness to help those in need. The advice I would give to anyone wanting to work in this sector is be prepared to learn and listen, as your training will provide you with the tools required to safeguard people from harm along with ensuring that procedures are followed correctly.
I would also advise to learn from your experienced colleagues who have been there and done that. By doing this, you’ll be better prepared for the challenges that come with working in this sector along with gaining valuable insight into things that you may not have experienced before in previous roles.
How long does it take to train a new starter to work in the Welbeing contact centre and what does the training cover?
Training in total lasts for around 6 weeks, however you’re always learning something new within the role. The first 3 weeks of training will be with me and I provide training on the system, communication skills, complaints, data protection, dementia awareness, policies and procedures, product training plus much more.
New starters will begin to make their first calls usually after 2 weeks and we begin with the more straightforward calls that we take before moving on to pendant and potential emergency calls. The 3rd week of induction will be call handling with my assistance.
Each new starter is then assigned a ‘buddy’ once they are released into the contact centre after the 3rd week. The buddy will provide additional support and coaching for around 3 weeks before the operator is then able to comfortably handle all call types without the need for a buddy. Once training is finished, new starters are still able to rely on any of their colleagues for help and support with any type of question they have or any support that they may require.
If you are interested in joining the Welbeing team or our contact centre, visit our careers page