At SCO we believe training is fundamental to our success.

We give our people all the skills and tools to achieve their full potential.We develop a bespoke training course for every campaign we run – working together with clients, we design a programme that delivers exactly what our clients want us to do. We concentrate on honing the skills essential for success, structured across four progressive levels. Even at the beginner level, agents learn the necessary skills to meet key performance indicators (KPIs), and as they progress, they learn new skills to achieve more.

At the foundation of our learning and development programme, there are some key principles that simply can’t be taught – these are the things our people bring with them, such as their personality and attitude – while our programme focuses on professional success, it also imparts valuable personal skills. With over 100 different learning modules, the programme allows our agents to expand their current skills and master their new role from the very beginning of their journey at SCO.

Our training team boasts a combined 26 years of experience, each member bringing a unique background from various roles within SCO. All of them began as sales agents and have grown professionally through our internal career pathways. Their firsthand experiences, coupled with their continuous pursuit of knowledge and improvement, have equipped them with the essential skills and materials they now pass on to our team.

Our sales team receive a minimum of two training sessions within a six-week period. These sessions are delivered based on each agent’s performance metrics and aligned with our learning and development framework.

As well as the agents and trainers, our learning and development programme is used by our team leaders and customer experience team to measure how well we’re doing, using detailed information gathered from call listening to provide quality feedback for team leaders to use in 1-2-1s and coaching sessions.

Our Intranet system gives the teams access to track their progress and also gives us a digital sign off to any compliance training so that we can accurately record completion. With real-time reporting, there are no surprises and when our team needs extra support, their Team Leader is there – providing coaching, setting goals and offering additional training when it’s needed.

At SCO, we are committed to providing a culture of continuous development, enabling our agents to excel professionally while delivering exceptional results.