A PIONEERING phone rage course delivered to call centre workers in Darlington has received international recognition.

Student Loans Company (SLC) trainer Alexis Farndell fought off competition from 800 other entries to be named World Trainer of the Year at the Contact Centre World Awards, in Las Vegas.

Ms Farndell developed the pioneering course to help SLC customer support office staff carry out their duties.

The phone rage course helps call centre operators to become better listeners, and manage delicate situations involving unhappy customers.

Since its inception, it has led to reduced numbers of complaints and fewer calls ending up with team leaders.

Her ideas, which have been taught to everyone, from new employees to the chief executive, have been taken up by the Scottish government and several major private sector organisations.

Ms Farndell said: “I was absolutely thrilled and honoured to win this award. The competition was really tough, as the other entrants were worldclass and the best in their regions. But my brainfriendly approach to training took the votes on the day.

“My phone rage course has also brought me much success in improving the skills of call handlers, empowering them to take charge of potentially tricky situations, so I am delighted to have received this accolade.”

SLC chief executive Ralph Seymour-Jackson said: “This award is a great honour for Alexis, and fitting recognition of the excellent work she has carried out in such an important area of our work.

“Her success in Las Vegas demonstrates that our working practices are among the very finest in the world, and everybody at the SLC is extremely proud of what she has achieved.”