TTNC’s Client Story

Customer service coaching to help build five-star service.

Founded in 2004, TTNC (The Telephone Number Company) is an Ofcom regulated Telecoms Network Operator, providing virtual landlines, VoIP solutions and call management to over 16,000 businesses. Whether supporting an international corporation or a sole trader, TTNC provide a tailored service in a style that’s approachable, flexible and highly professional.

Since 2015, Rebecca has worked with TTNC’s new joiners to help set the expectations for their customer conversations. Through informal discussion, call listening and coaching, the customer service team have gained confidence, skills and a style that is winning them not only significant business growth, but a consistent five-star showing on Trustpilot.

“Call Coaching was incredibly useful training for me. I now feel more confident on the phone, particularly when speaking with challenging or angry callers. Rebecca was an amazing coach and I would recommend to anyone wanting to improve their call taking skills.”

Hear what William Hodge, Customer Service Manager says:

“Rebecca’s training sessions have become an integral part of our staff onboarding, something that we commit to offering and mention as early as the interview stage. Rebecca goes the extra mile; having a deep understanding of how we work, the services we offer along with the typical customer enquires received; the training sessions cover exactly what’s needed on a personalised basis. Everyone leaves the sessions feeling engaged with improving, along with an increased sense of confidence. I can instantly see the positive impact and spot their new techniques being used. With our ever-growing team, it’s reassuring that we have Rebecca ready to help!”

Looking for an expert partner to support your team performance? We should talk.

I have found the coaching experience brilliant! … I have learned the importance of self-belief and also of thinking all around an issue rather than just what might have always worked or failed before. The ability to develop this approach and share with others has been so beneficial that I would recommend it to anyone.

Operational Service Manager, Essex County Council