Behind every exceptional customer experience is a team that’s been carefully trained to deliver it. At Answer4u, that’s where Jackie, our Training Manager, plays a vital role.
With nearly 25 years at Answer4u, Jackie has seen the company evolve from its early years into one of the UK’s leading 24/7 call-handling providers. Having started as an agent herself, Jackie now heads up the training department, guiding new recruits and supporting seasoned call handlers as they progress through their careers.
We sat down with Jackie to talk about what makes training at Answer4u unique, why she loves helping people grow, and how she keeps the programme relevant in a fast-changing industry.
“I started as an agent,” Jackie recalls with a smile. “I’ve always liked helping people, so when the opportunity came up to move into training, I jumped at it. I just flourished there. I love seeing people reach their potential and being happy in what they do. That’s what keeps me going.”
A shared love of teaching and nurturing others runs in the family. With her daughter now a teacher, Jackie laughs that it might be “a family thing”.
“In simple terms, my role is to develop, deliver and evaluate training programmes that give our agents the skills, knowledge, and confidence to deliver exceptional customer service while achieving business goals.”
From the first day of induction through to live call handling, Jackie oversees a structured training journey designed to help every agent succeed, no matter their experience level.
Answer4u’s intensive four-week training covers three main types of call handling: Virtual Receptionist, Flexi Virtual Assistant, and Bespoke Services. Each stage builds on the last.
“We start with Virtual Receptionist calls which are about basic message taking,” Jackie explains. “Then we move to Flexi, which involves more detailed questions, and eventually to Bespoke accounts, which can be quite advanced.”
Training is highly personalised. “Everyone learns at a different pace,” she says. “If someone needs more time before moving to the next level, that’s fine. We work with team managers to make sure they’re confident and ready.”
Every trainee also benefits from side-by-side call listening, live call reviews, and constant feedback. This creates a supportive learning environment that helps new recruits settle in quickly.
“When a new client joins, or an existing account changes, we run one-to-one top-up sessions,” Jackie explains. “We cover everything: what the company does, their tone of voice, and how they want us to sound. Sometimes we even review their website or watch a video from the client so we can fully understand their expectations.”
She adds that Answer4u often works directly with account managers to ensure new instructions are communicated clearly across the call centre. “It’s all about mirroring what the client wants and making sure everyone is on the same page.”
“Someone who’s warm, efficient, friendly, helpful, and precise,” Jackie says without hesitation. “We teach our agents to smile down the phone. You can hear it in their voice.”
“One of our agents recently advanced to one of our higher groups, handling some of our most complex bespoke calls” Jackie says. “He messaged me to say he’d just been made ‘Star of the Month.’ I was so proud. Then he asked when he could take on more accounts. That’s the kind of enthusiasm you want to see.”
“It’s very collaborative,” Jackie explains. “If something goes wrong, maybe a client update or a script issue, we jump on it straight away. Communication between training, operations and customer service is key. Sometimes that means retraining or updating scripts, but we’re always proactive.”
“We make training fun,” Jackie smiles. “It’s an intense few weeks for new recruits, but we keep things positive. There’s a lot of laughter. We also do team-building, things like Halloween events, Christmas parties, pizza days, dress-down Fridays. It all helps build a great atmosphere.”
That sense of camaraderie extends beyond the training room. “We check in with people regularly. “how are you finding your calls”, “do you need a refresher”? It’s about making everyone feel supported.”
“I just love my job,” Jackie says. “I like the people I work with and I enjoy seeing others grow. I keep myself up to date, ask for feedback, and always look for ways to improve. Our training evolves constantly. Technology changes, and our client will also request changes from time to time so I make sure we evolve with it.”
“Be positive, adaptable, and eager to learn. Ask questions, that’s what we’re here for. We’re a team, and we all support each other.”
Jackie laughs. “I love a good murder mystery and a bit of reading. And yes, I’ll admit it… I watch the Hallmark Channel!”
If you enjoyed this interview, you might like our Day in the Life feature with Sally-Ann, Head of Call Centre Operations and Kate Richardson, one of our virtual receptionists.
Find out how Answer4u supports businesses across the UK with professional, 24/7 call handling please explore our Virtual Receptionist Service.