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Induction Call Handling

For those new to call handling or to the organisation, having a consistent approach to taking calls is important. Going beyond that, this lays the foundations for understanding the practical and emotional needs of callers and how to manage them safely and effectively.


Case study

Careline Support – part of Churchill Retirement Living’s Millstream Management Services business – provides monitoring services to 192 retirement developments and more than 6000 residents. The service was launched in September 2020 to bring Millstream’s call monitoring in-house and created a more personalised, responsive and efficient service with workforce training support from TSA Academy.

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Academy Team


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