Client story · Energy & Utilities
National Grid: Launching a new contact centre in Solihull
A full training consultancy and delivery package for a new contact centre launch in Solihull, West Midlands — from recruitment support to leadership training, playbooks and quality assurance.
what we can show —
The evidence
Delivered
Recruitment support, leadership training, contact centre training, playbooks and quality assurance material — designed and delivered together with the client.
Scale
Supported an operation that grew to more than 60 agents over nine months.
What people tell us most
Across our programmes, participants most often tell us that they felt understood and heard — and able to raise real challenges in a psychologically safe space, without being judged.
A note on results: Quantified performance results are not yet available for publication; these will only be shared following evaluation and client approval.
the starting point —
The challenge
A new sales contact centre needed more than people and systems. It needed clear operational structure, consistent processes and practical training to help employees perform confidently from day one — with development foundations that could support a growing team.
how it unfolded —
What we delivered
Step 1
Build the team and the foundations
Working together with the client team, we supported recruitment and designed the training that would make roles, customer conversations, sales processes and performance expectations clear from day one.
- Support with recruitment for the new contact centre
- Training strategy and contact centre training for new starters
- Sales playbooks, processes and practical learning resources
- Quality assurance material so call standards were clear and consistent
Step 2
Lead and reinforce as the team grows
Leadership training gave team leaders the coaching, feedback and performance skills to reinforce the training on the floor, alongside the day-to-day operation.
- Leadership training for the people running the floor
- Coaching and feedback foundations
- Consistent ways of working as the operation scaled
how we worked —
The Sales House difference
This experience goes beyond individual workshops: connecting learning design, playbook creation and performance coaching with the realities of running a business operation. Training becomes part of how people work, supported by useful resources and reinforced through coaching.
what this tells us —
The takeaway
Capability is built through clear processes, practical training and consistent development. A people-focused learning structure can help a new operation build confidence and consistency from the ground up.
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