Our employees uniformly have energy and drive, with years of experience providing award winning excellence in sales, service and operations management across multiple industries. Each and every employee here at Faneuil is empowered to succeed and make a difference. Corporate and client goals are communicated across all team members in order to drive towards and deliver on our promise of success. We see ourselves as an extension of our clients businesses, and we have a stake in their success.

The responsibility of learning and development throughout our organization lies with every single employee. Our focus is on empowering our staff to succeed and challenging them to improve. Faneuil’s strategy of learning and development is focused on four key areas:

Robust recruitment process to attract the best employees with the willingness and desire to develop

We hire intellectually motivated, reliable, engaging people to be our customer service representatives, sales professionals, industry experts, market researchers, and database analysts.

We are multicultural and have multilingual proficiencies, allowing us to meet the diverse needs of our clients and more importantly their customers.

On-going performance management and personal development objective setting

Faneuil strives to develop a strategy for each employee to ensure that the focus of any development activity is on areas of opportunity and on aligning activities to each employee’s personal career path. Performance management at Faneuil is approached with a positive attitude focused on opportunities and achievements.

Objective setting provides a plan and measurable targets for each employee on what the focus should be on for the next review period. These objectives are set in collaboration with each employee rather than just defined for the employee. Objectives for each individual at Faneuil are aligned to our corporate strategy and our program objectives, allowing for a clear understanding of how each employee contributes to the success of Faneuil and our clients.

Formal tuition reimbursement plan for all employees

Faneuil provides tuition reimbursement for all employees for education taken that is related to their personal objectives – whether those objectives are in support of their current position or in support of their career path. This plan supports that partnership Faneuil has with each employee that personal development is the responsibility of each individual employee but is supported by our company.

Program specific and customized training programs delivered by our dedicated training team

The Faneuil approach to developing customer representatives is unique in the contact center industry, primarily because of the measurable benefit it provides our clients in the form of improved campaign performance. We take a strategic approach with custom-design agent Learning & Development plans that will work best for each of our clients' programs. By contrast, many of our competitors have a 'one-size-fits-all' approach to customer representative training.

Today's business environments increasingly use a suite of different learning approaches to develop their employees in the most time-efficient ways. Few industries can measure the cost of lost employee productivity better than the customer contact management industry can. Each hour a customer representative is unproductive translates into a direct and immediate cost to our clients.

Despite the impact, few of our competitors currently have a strategic approach to customer representative development that obtains results efficiently in the customer contact environment. Many of our competitors view learning as synonymous with 'classroom training’. At Faneuil, we have a much broader definition of Learning & Development.