2008-12-30
Trainer is on top of the world
TRAINER Alexis Farndell was all the rage after her outstanding work scooped a global award for the Student Loans Company (SLC).
Alexis was the star of the night as the organisation was victorious at the prestigious Contact Centre World Awards in glitzy Las Vegas.
She was honoured in the hard-fought World Trainer of the Year category - which had attracted more than 800 entries - at a glittering ceremony at the Red Rock Hotel.
Alexis, who developed a pioneering “phone rage” course to help SLC customer support office staff carry out their duties, had already won the accolade for the UK, Europe, the Middle East and Africa.
And she completed world domination at the Las Vegas event, beating off fierce competition from employees of Hewlett Packard, in the US, and Datacom, of Australia.
Delegates from as far afield as Cyprus, Bulgaria and Pakistan attended the three-day event and all award nominees made presentations to judges in their various categories, before the winners were revealed.
The SLC phone rage course helps call centre operators to become better listeners and manage delicate situations involving unhappy customers.
Since its inception it has led to reduced numbers of complaints and fewer calls ending up with team leaders.
Alexis’ ideas, which have been taught to everyone from new employees to the chief executive, have already been taken up by the Scottish Government and several major private sector organisations.
Based in the Glasgow headquarters, she has been at the forefront of training for all 1,800 staff at the four SLC centres across the UK, including Colwyn Bay in Wales, and Darlington in the North-East.
Her methods have boosted confidence in employees so they get help students consider the various finance options available to them.
Alexis said: “I was absolutely thrilled and honoured to win this award. The competition was really tough as the other entrants were world class and the best in their regions. But by brain-friendly approach to training took the votes on the day.
“My phone rage course has also brought me much success in improving the skills of call handlers, empowering them to take charge of potentially tricky situations, so I am delighted to have received this accolade.”
SLC Chief Executive Ralph Seymour-Jackson said: “This award is a great honour for Alexis and fitting recognition of the excellent work she has carried out in such an important area of our work.
“Her success in Las Vegas demonstrates that our working practices are among the very finest in the world and everybody at the SLC is extremely proud of what she has achieved.”
Alexis was the star of the night as the organisation was victorious at the prestigious Contact Centre World Awards in glitzy Las Vegas.
She was honoured in the hard-fought World Trainer of the Year category - which had attracted more than 800 entries - at a glittering ceremony at the Red Rock Hotel.
Alexis, who developed a pioneering “phone rage” course to help SLC customer support office staff carry out their duties, had already won the accolade for the UK, Europe, the Middle East and Africa.
And she completed world domination at the Las Vegas event, beating off fierce competition from employees of Hewlett Packard, in the US, and Datacom, of Australia.
Delegates from as far afield as Cyprus, Bulgaria and Pakistan attended the three-day event and all award nominees made presentations to judges in their various categories, before the winners were revealed.
The SLC phone rage course helps call centre operators to become better listeners and manage delicate situations involving unhappy customers.
Since its inception it has led to reduced numbers of complaints and fewer calls ending up with team leaders.
Alexis’ ideas, which have been taught to everyone from new employees to the chief executive, have already been taken up by the Scottish Government and several major private sector organisations.
Based in the Glasgow headquarters, she has been at the forefront of training for all 1,800 staff at the four SLC centres across the UK, including Colwyn Bay in Wales, and Darlington in the North-East.
Her methods have boosted confidence in employees so they get help students consider the various finance options available to them.
Alexis said: “I was absolutely thrilled and honoured to win this award. The competition was really tough as the other entrants were world class and the best in their regions. But by brain-friendly approach to training took the votes on the day.
“My phone rage course has also brought me much success in improving the skills of call handlers, empowering them to take charge of potentially tricky situations, so I am delighted to have received this accolade.”
SLC Chief Executive Ralph Seymour-Jackson said: “This award is a great honour for Alexis and fitting recognition of the excellent work she has carried out in such an important area of our work.
“Her success in Las Vegas demonstrates that our working practices are among the very finest in the world and everybody at the SLC is extremely proud of what she has achieved.”
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An automotive anorak form the age of four, Ian Lamming secured his dream job as a motoring correspondent in 1991. Since then he has driven about 80 cars and motorcycles a year ranging from the exotic to the bizarre.
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