Training Needs Analysis

Our certified Contact Centre Trainers have a wealth of knowledge gained from working with clients across diverse market sectors.

The process starts with a detailed understanding of your needs and objectives. This forms the basis of a training needs analysis, a scoping document which will allow you to prioritise the needs of key staff.

Bespoke Planning

Even if you are not currently a client of SVL, we can support you with a training needs analysis and a create a comprehensive training plan.

This process enables the delivery of bespoke training at a pace suitable to every participant. We appreciate that agents (and others) learning in different ways, our plan will cater for this.

SVL Training Services

SVL’s Training services can be carried out on completion of installations, following system upgrades, to cover during holidays periods or times of sickness as well as refreshers on a regular basis.

A training programme can be on your on premises, or cloud-based to all agents to self-learn at their own pace. We can work with you and your L&D/OD teams to offer the best advice and a full consultancy, should you require it.

In-house or externally taught

Whether your training needs are in Interactive Recording, Workforce Management, Compliance Solutions, Analytics or Public Safety, we will meet your learning needs.

On-premise programmes can vary from half-day sessions to 5 day courses or longer. These can be delivered as web-based sessions, at your offices, in a local external venue or hosted at SVL premises in East Kilbride.

NICE Accreditation

SVL Professional Services is fully NICE accredited to deliver a full range of training programmes that enable organisations to gain maximum return on investment from deployments


Refresher Training

It doesn’t matter if your staff have already had training on software. If the learning hasn’t been effective and this is creating a problem, give SVL a call and we can create a plan to get your agents back on track.


Our Partners

Talk to us

We are here to help you with any enquiries you may have. Please leave your details an we will get back to you quickly. If you need a quote, or just an informal chat with one of our experts to ascertain what you really need. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL can be your trusted partner.