Why Good Isn't Good Enough

At Route-Ways Solutions, we believe exceptional customer service is more than just a department; it's the heart of a successful business. My career, spanning over 18 years in the UK's customer service and sales industry, has taken me from the front line at companies like Npower, More Than, EE, and TSB to leading strategic initiatives that have driven tangible results.

We understand the challenges you face—retaining customers, improving satisfaction, and keeping your team motivated. My training programmes are not based on theory; they are built on a foundation of real-world, proven success.

Here's how we'll elevate your team:

• Excellence is Achievable: I have a proven ability to push for and achieve exceptional quality. At More Than, I personally achieved multiple 100% quality scores and, by coaching my colleagues and sharing my successful calls, I helped the team achieve a collective 16 perfect 100% calls during one competition. This is the kind of excellence we will embed in your team.
• Driving Customer Satisfaction: I'm experienced in improving key metrics that matter. While at RSA, I surpassed my Net Promoter Score (NPS) target of 55% by achieving 84%. We'll focus on the core skills that directly lead to higher customer loyalty and stronger feedback.
• Practical Mentorship: Our training goes beyond the classroom. As a trainer for new starters on the JETS Programme, I used a live, hands-on case study to show teams how to think strategically and overcome challenges. This enabled new staff to hit their targets in their very first month, proving my ability to teach practical skills that deliver immediate results.
• Building a Positive Culture: I've spent years developing methods to boost morale and foster a winning culture. From my famous "bouncing envelope" competitions to more structured performance initiatives, I know how to make work engaging, fun, and motivating.

Whether you need to improve your NPS scores, raise Quality Analysis (QA) marks, or simply build a more cohesive and confident team, Route-Ways Solutions will provide a bespoke training programme tailored to your business needs.

Ready to invest in your people? Let's discuss how we can build your team’s route to success together.