A never-ending success story

Our long-held commitment to continuous development is a core plank of the Inkfish philosophy, and it explains two aspects of our success: why so many people choose to stick with us over time…and also the quality of people that we’re able to attract in the first instance

Our policy is to promote from within, and also to nurture talent and reward excellence wherever possible.  The net result? A highly skilled workforce who are both motivated and enthusiastic. On paper, such a low staff turnover and a high retention of skills is obviously a good thing. Better still is the lasting quality of the staff culture that builds up over time.

Starting off on the right foot

Once recruited, staff go through a training program designed for the specific needs of the campaigns on which they will be working. And from the start, all Inkfish staff participate in continuous development – be that through classroom sessions, one-to-one mentoring or other methods.

In simple terms, there are three areas that all staff will be trained in:

• Product & Branding training. Designed to ensure agents not only understand the details of your products, but also understand how to represent your organisation.

• Systems training. To ensure the right information is collected and audit trails will remain effective.

• Skills training. To maximise the value of every one of your calls. Utilising cutting-edge methods, such as NLP, and tailored to your project.

In more specific terms, there are three training and development programs worth highlighting:

Agent Development Program

From their first day at Inkfish, every agent is placed on this program. All three of its levels ~ Bronze, Silver and Gold ~ are incentivised with both financial and personal incentives, including the opportunity to join the Success Stories program. At each level, agents are evaluated on key criteria – such as performance, conduct, and their commitment to themselves, Inkfish and the client.

Inkfish Management Syllabus

Designed to make sure our new managers are prepared for the challenges ahead, the Syllabus includes such modules as Motivation, Presentation Skills and Project Management. This internal training is supported by external courses such as ILM (Institute of Line Management), CMI (Chartered Management Institute) and EIDM(Introductory Executive Diploma in Management), all of which are run from Coventry University.

NLP training

Available to staff at all levels, our NLP (Neuro Linguistic Programming) courses are carefully tailored to individual campaigns. Such training is rigorously monitored to ensure it delivers measurable, reportable results:

• On one inbound campaign there were ‘across-the-board’ increases - including a boost of 672% in the number of up-sold products.

• With outbound sales NLP has also proved highly effective ~ delivering a 36% enhancement in conversion rates on one recent project.

Our training staff includes a certified Master NLP Practitioner and a further 60% of the training team are currently certified to Practitioner level.

We also invite you to look at our Sticky Learning and our Success Stories Program.

Recruitment * Training & development * Performance management
* Staff satisfaction * Indicators of success