Inbound Bureau

Recruiting fast and responding to peak

From the very beginning our WFH solution was designed to allow our existing teams the option to work fully, or part-time from home, giving us the opportunity to respond quickly to unexpected peaks; but it also enabled the recruitment, training and deployment of new staff without the need for them to come into the office.

Each new WFH Ventrican is onboarded, recruited and trained remotely using virtual classrooms and e-learning environments. Ongoing assessments and coaching support are provided by our quality and training teams. Regular team huddles and 1-2-1s are hosted by our team managers and senior leaders with the direct support of our clients.

“Working for Ventrica suits my lifestyle… I love the flexibility and although I work from home the engagement process is so good that I never feel detached from my managers or colleagues working in our centres”

Theresa Simons – Customer Service Advisor
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Responding to a crisis

Our tried and tested WFH solution meant we were fully prepared for the operational, technical and cultural challenges of COVD‑19. Planning started at the outset of the pandemic and we began the phased transition of staff to WFM. By the 23rd March, 2020, the day lockdown was officially announced, we had successfully moved all staff out of our centres. Critically, every advisor was able to operate fully across all systems and all channels, and the entire transition was managed without a single unplanned break in service.

Our fantastic working environments play an ongoing critical and important part in delivering the quality and high-end customer experiences our clients expect - our WFH solution augments our in-house capability by offering our clients a flexible high-quality contingency for both peak trading, disaster recovery and crisis management.

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Direct Commerce: Partnership of the Year Awards 2015 Finalist for Best Team Manager - UK Nationals (2016) Gold Winner for Best Resource Planning Manager - UK Nationals (2018) Bronze Winner for Contact Centre Support Team of the Year - UK Nationals (2018) UKCCF Awards 2018 Silver Winner in European Contact Centre & Customer Service Awards (2019) Gold Winner in European Contact Centre & Customer Service Awards (2017) Silver Winner in European Contact Centre & Customer Service Awards (2018) Silver Winner in European Contact Centre & Customer Service Awards (2015) The Sunday Times Fast Track Top 100 UK Firms 2018 Outsourcing Partnership of the Year – London & South East 2017 Advisor of the Year – London & South East 2017 Best Outsourced Partnership – London & South East 2016 Contact Centre of the Year – London & South East 2016
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Ventrica is extremely proud to be recognised by our industry

See all our awards and accreditations

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