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Sophie Humphries #GoodNewsStory

Sophie Humphries - Antrec Call Centre trainingName:

Sophie Humphries

Start Date:


Company Name:

Delta Taxis Call Centre

Which training route did the learner take?

Contact Centre

What was the learner’s situation prior to starting with Antrec? What were they hoping to achieve?

Sophie has been unemployed for around 12 months; over the past year Sophie has been concentrating on upskilling and focusing on improving literacy skills. Sophie wanted to find a course which would lead to a job that she would enjoy.

What issues did we need to address?

Before enquiring about the courses Antrec had on offer Sophie felt nervous and lacked confidence in her own ability.

What advice & guidance did Antrec provide?

Sophie felt Antrec gave plentiful information about the employer and call centre industry before the course from each member of the Caseload team. This information allowed Sophie to make an informed decision on her future. Whilst on course the tutor provided in-depth, best practice customer service information which is required to work within a Call Centre setting. Throughout Sophie’s interaction with Antrec plenty of guidance was provided for other routes that may be available in other sectors or with various other employers.

What results did we achieve?

Throughout the course Sophie felt her confidence grew tremendously, through the classroom activities Sophie learnt how to work together in a team and adjust to other people’s needs. Sophie gained her NCFE Level 1 Certificate in Occupational Studies for the Workplace and felt that she done herself proud in interview.

A quote from the learner describing their experience of their journey:

“Before the course I felt really ‘in myself’ and isolated myself away with my dog at home. I felt down and depressed.
During the course, I’ve come out of my shell and I’m the Sophie I have always been – bubbly, outgoing and willing to help anyone who needs it. I feel confident and feel like I can do anything. Now that I have had my interview with Delta Taxis I feel confident, ready to go and feel assured that I will be in work before Christmas!”

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