More than words…
Excellent customer care is more than words –
so is our training.
We deliver specific helpline training to customer care staff that is both Interactive and engaging to suit all learning styles
Training for Helpline & Customer Care Staff
We have extensive experience training helpline and customer call staff, to allow your customers and clients to have the kind of call that leaves them feeling comforted and reassured.
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In partnership with Authentic Responses, Kiltti has developed a suite of holistic training in a range of formats and pricing to suit your organisation's needs.
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In addition, we offer a range of comprehensive and professional training services for your team that will strengthen communication, build resilience and combat stress.
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View our range of courses below and we also offer Free Helpline Managers Forums and Free Webiners.
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To book a free, no obligation chat about our training to see if it will meet your organisation’s needs, please use our calendar link below. Alternatively send us an email to hey@kiltti.co.uk or call 07813 95984l.
Helpline Managers Forum
Our free Helpline Managers Forum is an excellent opportunity for helpline managers to talk through, and to share topics of interest or concern, in a confidential space.
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The upcoming sessions for 2025 are as follows:
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30th April
28th May
24th June
30th July
27th Aug
24th Sept
29th Oct
26th Nov
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The session will be held from 12pm - 1pm GMT.
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If you would be interested in attending, please click the button below:
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Reflective Practice
As part of our comprehensive package for Helpline clients, we also offer reflective practice sessions for helpline teams.
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With enquiries coming into helplines being more complex than ever before and the requirements on call handlers being more significant, they can easily suffer from fatigue , burnout and overwhelm.
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Reflective practice can help your call handlers process their experiences in a safe and supportive environment by reflecting on the event, one's own actions and those of others in order to improve performance.
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We offer sessions for individuals or teams where we take a look back at a particularly challenging call including issues of safeguarding, circular and repeat and look at ways that we could improve the way the call was handled, or just provide a safe space to discuss and reflect and learn from the experience.
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These sessions can be held online via zoom, or face to face if preferred.
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Cost:
£120.00 for a group reflective practice session
£60.00 for an individual reflective practice session
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Why offer reflective practice?
Reflection allows you to identify and appreciate positive experiences and better identify ways that you can improve your practice and service delivery.
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Employers and managers will be able to see the benefits when their staff take part in reflective practice in their teams performance, professionalism and personal resilience.
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Professionals who are able to reflect, protect their mental health and share together can make for a stronger and more cohesive team.
Webinars
Free Boundaries Webinar
Our webinar series will provide a quick deep dive by shining a spotlight on key topics or sharing knowledge on a support or response mechanism. This webinar concentrates on differentiating between your personal and professional boundaries.
An engaging webinar on what are our personal and professional boundaries and how to respond when these are challenged.
This webinar runs for 1 hour from 12:00pm till 01:00pm.
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Click the button below to find out details of the next webinar.​
Free Self-Care Webinar
Our webinar series will provide a quick, but deep, dive into the important and essential areas of self-care and boundaries. By shining a spotlight on these key topics, we will help you to develop and grow as a professional.
This is an engaging webinar to present ideas for looking after yourself after a challenging call and to introduce definitions of compassion fatigue and vicarious trauma.
This webinar runs for 1 hour from 12:00pm till 01:00pm.
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Click the button below to find out details of the next webinar.