Spark of Genius

From apprentice to troubleshooter for banking giants. Former Calderglen High pupil Ewan Spark qualifies as Voice Recording Engineer, looking after his local council as well as major financial institutions.

Ewan Spark (19) started his apprenticeship at SVL Business Solutions just over 2 years ago, and now troubleshoots for contact centre banking giants such as Clydesdale Bank and Permanent TSB in Ireland.

A speedy journey for the former Calderglen High School pupil, but one which he has thoroughly enjoyed.

“I joined SVL to become an IT & Telecommunications Engineer, training with QA Apprenticeships. The last 2 years have flown by, and I can’t thank the team enough at QA and SVL for supporting and encouraging me.”

Ewan is now a qualified Voice Recording Engineer and has secured a full-time position with SVL, where he works as a Systems Engineer, responding to any problems large contact-centres may encounter on a daily basis.

This includes major financial institutions and local authorities such as Clydesdale Bank and South Lanarkshire Council.

“The toughest part of the apprenticeship was going through ‘abbreviation hell!’, trying to understand what all these new terms meant and where to apply them! Now I can deal with all our NICE “Engage” enquiries and am studying towards CISCO Qualification”

SVL Support Manager Catriona Connelly couldn’t be more proud of Ewan’s achievements.

“Ewan has been a star since he joined us. He worked so hard during his training and both SVL and QA couldn’t be happier with his progress. It’s great to see an apprentice engineer come from a local school in East Kilbride and quickly get to grips with complex I.T. software.”

A very popular and firmly-established member of the Engineering team at SVL, Ewan continues to enjoy working in the world of voice recording and the challenges this brings.

9th July 2018

The truth behind the voice

This week has seen two highly publicised incidents where contact centres have refused service to people in the UK. In separate occurrences, Stephen Dennis and Sophia Reis could not access their bank account, as the operator did not trust validity of their call. Security is foremost in the mind of contact centres in our financial industry. The operator, in […]

READ MORE
17th September 2018

The benefits of working with a pre-sales team

There is a huge level of satisfaction and gratification when taking an idea, a simple drawing on a whiteboard in front of a customer and moving it forward to a tangible, business solution critical for an organization’s success when considering a NICE product for their company. The service I now provide was not common, or […]

READ MORE
4th September 2018

Helping save lives

It’s great when you enjoy your job. Even better, though, is when you know the product you provide helps keep people safe, solve crimes, and brings speedy access to the Police, Fire and Ambulance Services which can save a life. Not a function you would normally associate with a software company, but one we have […]

READ MORE
30th August 2018

Be careful what you say…and type….

Everyone is becoming more aware of security and fraud these days. Be it dodgy texts, e-mails with suspect attachments or people on the phone claiming to be your bank, insurance company or even HMRC. Fraud is on the rise and with ever more daring and imaginative attacks. I myself was a victim of hacking when […]

READ MORE
22nd August 2018

The Case for Speech Analytics in the Small to Medium Enterprise

Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres. The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation? The short answer is – EXACTLY the same as expected […]

READ MORE
15th August 2018

Tweets

Latest News

Sign up to our newsletter