In order to ensure the continuous high quality of our services, Novacroft employs a team of personnel with specialist knowledge and training in our niche markets, giving advice to customers from industry, local authorities and the general public, via telephone, LivePerson web chat and automated SMS messaging.

Advisors are responsible for providing first class advice and information across our product range and within company guidelines. This involves answering calls within current SLAs to establish and maintain quality standards, providing a customer advice and information service in accordance with Novacroft's goals, values and customer care policy, interpreting and interrogating InNovator© to facilitate service delivery to customers, carrying out customer satisfaction surveys to gauge the level of customer satisfaction, and supporting and assisting colleagues through sharing knowledge and understanding. The contact centre is supported by a comprehensive online knowledge base where advisers can access project details at the click of a button.

Novacroft’s talented contact centre team members come from varied backgrounds including university graduates, retired company directors and customer service representatives.

As well as a continuous in-house and external staff development and training programme, all contact centre staff receive extensive focused training at the start of each new project, followed by regular update sessions. New personnel are subject to a rigorous induction programme before commencing work under the supervision of a personal mentor.