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Emily Martin-Roxburgh #GoodNewsStory

emily good news graphicName:

Emily Martin-Roxburgh



Start Date:

March 2016

Company Name:

Delta Taxis – Call Centre

Which training route did the leaner take?

Contact Centre Employability Course


What was the learner’s situation prior to starting with Antrec? How did they find out about Antrec? What were they hoping to achieve?

Emily was working on a zero-hour contract in retail, hours were varying every week meaning she did not have a sustained income. Emily’s goal was to gain full time employment so that she had a steady income every month. A friend recommended that she attend the Antrec Contact Centre Conference to see if this was a career path she would like to go down. After enquiring and spending the morning at the conference Emily was sold on a career in the call centre environment.

What issues did we need to address? What advice & guidance did Antrec provide?

The training course opened Emily’s eyes to exactly what working within a call centre entailed. Although there was a lot to absorb on the week long course Emily felt that Steve explained and taught everything in a way which was easy to understand.

What results did we achieve?

Through the initial weeks training with Antrec Emily developed skills in good customer service, received information regarding the employer and learnt useful interview techniques. When it came to interview Emily was prepared and felt confident in each and every answer she gave.

What makes this story special?

Upon successfully passing interview and starting employment with Delta Taxis as a call centre operative 3 months into Emily’s probation period she was promoted. Emily now works within the Administration team, dealing with driver and staff enquiries, processing payments and gaining invaluable payroll experience. The skills Emily is now developing within her new admin role will stand her in good stead for years to come. This highlights that if you listen to tutors, work hard then opportunities will arise.

A quote from Emily describing her experience:

‘Life changing – one of the best things I’ve ever done.’

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