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Elavon UK Case Study

Creating great calls and smoother transactions

In the world of merchant services and payment solutions there is little room for error. When money is involved, be it business to business, consumer to business, local transaction or international finance, the people involved need to feel complete assurance. That’s why global payments provider, Elavon, invest heavily in training their staff to be the best that they can possibly be! Having great products is one thing, but it is people who give a business its true value.

Elavon UK has offices across Europe (Ireland, Poland, Spain, Norway & Germany)  and maintains the same level of training throughout its operation. This includes in-house relationship skills and sales courses for all of its customer-facing personnel.

In addition to the benefits of the equipment, Mandy fully understood our needs and sent over some additional telephone training information. Jenny Lloyd-Jenkins, Executive Coach and Learning & Development Manager

Out of the classroom and into the real world

Jenny Lloyd-Jenkins, Executive Coach and Learning & Development Manager for Elavon, has been using PhoneCoach’straining equipment for about four years, since it replaced their in-house technology solution. She says that the equipment has improved the success of their training programmes, and opened up new possibilities of what can be achieved during the sessions. From being restricted to a classroom structure to being able to create a realistic roleplay environment, the PhoneCoachsystem has been a real gamechanger.

Elavon marks its delegates by an internal benchmark, across a 3-month period, throughout the company. This score has been seen to rise by approximately 30% since introducing PhoneCoach.

From making sales to building customer relationships

Elavon is committed to honing the telephone skills of its sales and customer services teams to enhance their success with inbound and outbound calls. Over the past 12 months, around 100 sales staff and 200 operational staff have been trained using PhoneCoach’sequipment. The delegates come from across Europe and can be based in any of the company’s European offices.

The delegates often comment that being able to learn in a realistic roleplay environment makes the training more engaging and enjoyable, and that they feel they can gain more from the training. Listening to recordings of each other’s calls enables the whole group to get better feedback and for the trainers to be able to share best practice. This is particularly useful in teaching delegates how to use talk-track guides in a personable and interactive manner.

Facilitating training an ever-changing world…

Like many businesses, in today’s increasingly connected world, Elavon is facing changes in its working methods and behaviours. This will include remote workers across Europe in the future, and the PhoneCoachequipment is likely to become an even more critical aid to facilitating their continual learning and development.

Elavon delivers payment solutions to suit its customer’s businesses…and PhoneCoachsupports them in delivering the service behind those solutions!

I felt happier trying out new things in front of my colleagues when using PhoneCoachin a safe environment Course Candidate

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