Just like our philosophy, Call Focus prides itself on providing quality results and an excellent service, so that customers can enjoy greater profitability and better customer relations.
We value our customer’s opinion and encourage feedback at all times, as we constantly strive to exceed our customer’s expectations. The following are just an example of what customers say about Call Focus. Please feel free to check out the details below:
Donna Murray - Operations Manager
Call Focus ran a communications and customer service training workshop for us. From the start of the process, Karen was a pleasure to deal with. She provided me with very clear information regarding what would be covered in the course and how it would proceed. I felt confident from the beginning that she took the lead in dealing directly with the team and keeping me updated. The training was delivered to a high standard, participation was encouraged and staff left afterwards feeling very pleased they had learnt some new ideas and refreshed on others. We look forward to working with Call Focus again.
The Dogget Group
Dr. Brenda Barrett - Principal Dentist
At Pembroke Clinic, we are passionate about the delivery of first-class Dental, Skin and Foot Treatments and believe in providing exceptional Patient Care. Recently, we invested in Communications and Customer Service training some of our frontline staff and were referred to Karen Sommerville of Call Focus. From the moment I first spoke with Karen, my experience was met well above my expectations. Karen listened and asked lots of questions so she could learn about our business. She quickly grasped the particular issues and concerns of both our customers and staff. As a result, she adapted the training and delivered a customised workshop for us - always following up after each day. The feedback from staff was excellent. They now seem so much more comfortable dealing with difficult situations and customer queries. The transformation in their confidence and competence is incredible and it’s certainly paying off as we have noticed an increase in positive feedback from customers. We will definitely work with Karen again.
Derek McDonald - Senior Enterprise & Account Manager
I first met Karen quite a number of years ago, when she gave a presentation on “selling over the phone”. I was very impressed with her practical approach and useful advice, so I signed up for her workshop. Again, I was not disappointed. I learnt lots of useful tips and was reminded of other sales techniques I use daily. I believe Karen’s training is the ideal stepping stone for bringing on sales people. And I have been sending sales staff on her courses ever since. She is always professional, reliable and helpful. And the only person I would recommend in this space.
Jill McMorrow - Human Resource Manager
Karen Sommerville of Call Focus provides a very professional training service. Karen delivered customer service training for RDS staff and with her infectious enthusiasm, engaged well with staff throughout the training sessions. She has excellent knowledge and expertise in the Customer Service area and has a practical and structured approach. Contact before and after the training was excellent, Karen really goes the extra mile for her Clients.
Alan Threadgold - Chief Operating Officer
At Bookassist we are committed to the development of our team. In order to facilitate continuous progression we engaged Karen Sommervillle of Call Focus to present to the team in our Dublin Office on the topic of Time Management. When meeting with Karen to discuss the presentation I was impressed with the research she did into the business and the requirements of the people that she would be presenting to. On the day her presentation was energetic, engaging, educational and received a very strong endorsement from our team. I also liked the fact that Karen followed up afterwards to establish how the training had been implemented and to find out what benefits the team had received. I would have no hesitation in recommending Karen.
Orla Kelly - Head of Sales
At Click&Go, we decided to invest in Effective Communication and Sales training for our team of 14 Sales agents. We wanted bespoke training which would deliver on our very specific needs and Karen Sommerville of Call Focus delivered on that. The vast majority of the team had worked in the travel industry selling holidays for over 15 years. We wanted to enhance the customer experience. To do this we needed to introduce new selling concepts and change mindsets. This proved to be a challenge. Karen worked closely with me and the team getting to know the business, so we could build a training programme we were both happy with. She used relevant examples and mixed training styles to resonate with the team. We ran the training over a series of days and half days breaking it up to allow time for the staff to test out their new skills. Following each session I saw changes in the team. Throughout the entire process, Karen was only a phone call away and is extremely professional and reliable. I felt I had her complete support and commitment to get the results we wanted.
Changing mindsets is a slow process and cannot be achieved over night but I can say I have definitely seen the results from the team. They are open to change, they see our customers in a different way and they are helping people to buy, which in turn is improving our conversion rates. Our team are also receiving a lot of compliments and positive feedback from customers which made it even more worthwhile. I would highly recommend Karen and will absolutely work with her again in the future.
Seán Brennan - Managing Director
We at MacCann and Byrne Limited engaged Karen from Call focus for in house Sales Training. Right from the first phone call, Karen presented a very professional image and was interested in providing the training that met our company’s needs. Every session was prepared meticulously, every deadline was met and every session ran like clockwork. Our staff really enjoyed the training and found Karen’s enthusiasm and sales knowledge to be top class. The overall feedback was that every session was interesting, no participant ever felt bored and Karen had the answer to any question posed by the group. From a company point of view the training was excellent value for money, the staff were happy to attend and we now have a much more sales focussed team. I will certainly be calling on Karen in the future.
MacCann & Byrne Limited
Claire Cooke - Human Resource Manager
We have been working with Call Focus for the past number of years; where Karen has delivered training in a number of areas including Communications, Customer Service and Sales for our ticket sales and other back-office support teams.We have always found Karen to be incredibly professional and dependable.Before every training course, Karen collaborates with us to identify what we need and consistently follows up to make sure everything gets done. As a result, she customises the training, so it fits in with what our organisation is all about and makes sense to what we want to achieve.The feedback from staff is always positive, our team take away plenty of new ideas and skills from the training. I can highly recommend Karen as a trainer.
Rob Giles - Sales & Marketing Manager
I along with my staff undertook a day of inbound sales training with Karen. The overall experience was excellent, and Karen provided a fantastic level of support before, during and after the training day. It did not take long to see the positive impact the training advice had on the staff. I would wholeheartedly endorse Karen to provide the correct knowledge and knowhow to any business. The training was an excellent investment for the company
Emma Fitzgibbon - Office Manager
We found the training services provided by call Focus were very well suited to our organisation. Karen was able to tailor her teachings to our business and all staff found the training a very enjoyable and educational experience .The training was very helpful, informative and brought a lot of new ideas to our teams. We learned so much more about the process of sales and always found Karen to be extremely helpful, always professional and very flexible in accommodating our companies needs and requirement. I would highly recommend Call Focus’s services to any company and Karen was a pleasure to work with.
Ard Ri Marble
Jaclyn Ward - Head of Design
At Poppulo, our ambition is to make organizations great by releasing the power of their people, through super-smart technology that transforms internal communications and dramatically increases employee engagement. Two of our company values are 'Don't Just Work - Learn' & 'High Standards As Standard' so we continually invest in the development of our people - and in this case, the Design Team in the area of communications and customer service. Having researched training providers we hired Karen Sommerville of Call Focus.
From the moment, I spoke with Karen, I found her to be helpful and eager to learn about our business, so she could deliver a customised workshop for us. Karen interacted very well with the team and superbly delivered the training, making the day a positive experience for all the team. They left feeling very happy and empowered that they had the tools to professionally take the lead with customers. And even the language and permission to say sometimes say no when needed.
We really felt the time out was well spent and worthwhile. I would use Karen and can highly recommend her as a dedicated and highly skilled trainer. Thanks again Karen!
Chantal Fay - HR Manager
I found Call Focus when searching for a customer service course that would add most value to our operations: we deliver customer service by chat and email and therefore it was imperative to us to find a course that would focus on the nuances of written communication rather than on other aspects of customer service delivery. The course offered by Call Focus promised to deliver exactly that, but ended up far exceeding our expectations. From my first contact with Karen it was evident that she is not one for delivering an off-the-shelf solution: she was interested in our business and keen to understand what really mattered to us so she could customise her offering. She sought input from different people in our business to educate her, to ensure she thoroughly understood the pain points our Agents experienced, and what the objectives of our management team were. She communicated a clear plan with timelines and responsibilities, so we knew exactly what to expect from her, and what was expected from us. The course delivery itself was met with much enthusiasm: our employees felt Karen was pleasant, knowledgeable and that she understood their challenges. Most importantly, each individual gained newfound skills that they could directly apply in practice, with both our Agents and our Management team immediately noticing the positive impact. Karen also provided excellent after-care providing us with valuable feedback and suggestions from her observations during the course sessions. In conclusion, Karen has gone above and beyond throughout the process and we are excited to see how the implementation of her concepts will improve the team’s results and their job satisfaction in the long term. We will undoubtedly return to Call Focus for our future training needs.
Liz Carroll - Training Manager
Karen Sommerville of Call Focus has proved to be a dedicated and willing professional in providing telesales and customer service training to ISME members. She is enthusiastic and helpful and always prepared to go the extra mile.
William Ryan - Proprietor/ Publisher
I am delighted to recommend Karen from Call Focus. From our first meeting I could see high level of experience Karen had to bring to the table. Like any good sales person she made it her focus to identify our needs as a company first. Karen made a great effort to adapt to our unique set up, and recommend based on our company goals what needed to be done. We were extremely impressed with how honest and direct Karen was in making recommendations. It would have been a very easy sale for Karen to recommend a quick sales refresher course. However based on our goals she was very quick to point out that this would be a waste of time until we introduced small changes to our own setup. Karen went above and beyond to help us tackle other small issues that needed addressing in our management and procedures. One of my favourite things about Call Focus was the communication. I am a bit of a talker and after a 3+ hours of consultation. I would find it hard to remember everything that we covered. Karen would email me that evening with point by point notes of what we discussed. And what our next action needed to be. The email correspondence was fantastic with everything covered. Karen had a great knowledge of our sector. Which made it much easier when interacting with our team. It is crucial for any business to keep their sales team sharp in their technique of how to look after their customers, and we have a sales team with over hundred plus years combined in advertising sales. This makes it is a difficult room to speak about how they could be doing their job better. Yet Karen was able to use her experience and industry knowledge to keep the room happy with what they were learning. Our team have certainly had a benefit from the training. And we look forward to having Call Focus back again this year.
Limerick Post Newspapers
Cormac MacSweeney - Finance Officer
Our Aim: To provide all Finance Office employees at UCC with the opportunity to enhance their Customer Service skills. Training: Following a selection process, we choose Karen Sommerville of Call Focus to provide “Customer Service and Complaint Handling for Telephone & Email” for the UCC Finance Office team. Karen was very clear in her presentation and understood what our requirements were. She was then able to customise a one day training course to meet our needs. Recommendation: Each training day has been very well received by our office and since completing the training with Karen, we have great confidence that we have the appropriate skill set for interacting with customers and dealing with any difficult situations. It is clear from the training day that Karen has excellent knowledge and expertise in the Customer Service business. I would highly recommend Call Focus.
University College Cork Finance Department
Sharon Cormack - Business Development Team Leader
Karen delivered a training course to our Business Development and Inside Sales Teams on advanced telesales techniques. The course was excellent. Really practical, engaging and interactive. The team really enjoyed working with Karen and immediately came out with their own action plans excited to put Karen's tips to use. I would have no hesitation in recommending Karen
Karen McDermott - General Manager
From start to finish, I can only say dealing with Karen from Call Focus was both a professional and hassle free service. Allowing me to be at ease with the proposed training and the knowledge that all aspects would be covered and staff outcome reaching my goal of better understanding to customer service handing. Organising what we as a company needed covered in the training was laid out point for point, before any training took place so it would be updated if required. The research and time Karen put into this was very precise covering all angles and eventualities. Karen gathered a lot of information from us and asked the correct questions to make sure that our staff got 110% from the training. The first engagement with Karen was for customer service training in general and was tailored to deal with the public as we are a public service provider. All examples were designed around issues we have encountered in the past and the best and most professional way to deal with each was covered. Karen also researched other issues that we might encounter proving that she went the extra mile in all areas of this training. She delivered the training by engaging with role play with teams, comparing all replies to make sure that each person on the training understood the areas in question and what best way to approach. The team took so much away from this training and straight away implemented these factors into their day to day work with customers. Following on from the success of this training we felt it imperative to engage with Karen for a second course to cover the correct procedure for correspondence with the general public regarding email/social media. Karen changed the attitude of our staff and pointed out key factors that need to be added to any correspondence with the public. Her tips of dealing with issues was put into action and since then, our staff are more relaxed, motivated and confident. I cannot recommend Call Focus enough for the professionalism that was taken to the training and the results we as a company have gained.
Matthews Coach Hire
Sorcha Geraghty - Customer Service Manager
We recently enlisted the help of Karen Sommerville from CallFocus. The primary objective of the training was to brush up on our Customer Service skills. Karen was 100% committed to the training from the word go. She called me on several occasions before the training to ensure she had a good understanding of our objectives. The training itself was both enjoyable and informative. Most importantly the results were clear to see. I would have no hesitation in calling on Karen again.
Paul Dooley - Managing Director
We have engaged Call Focus to train many of our team in the area of Telephone Sales over the past couple of years. Karen is definitely an expert in her field and has consistently proven to provide workable ideas and solutions which are applicable to our business. She is very enthusiastic and works hard to deliver training that is relevant to our business and the needs of our staff. I have always found Karen to be very professional and committed to the training as she regularly follows up with both the trainees and management after each course to ensure maximum learning. I can highly recommend Call Focus.
Firstaff Personnel Consultants
Niall Kelly - Managing Director
We used Karen numerous times as a trainer for our very popular telesales courses. We also recommended her to many www.SalesJobs.ie clients who needed in-house sales training, something she puts a great deal of time into making sure its exactly what the client is looking for. If you or your company need a sales focussed business savvy sales trainer or sales coach, then Karen is top drawer and should charge a lot more than she does…
Ian Moran - Group Financial Accountant
We used Call focus over a 3 day period for a number of Windsor staff covering all aspects of our business in the area of Customer Service & Complaint Handling training. The feedback received was very positive and Karen displayed a sound knowledge of the subject matter. We were particularly impressed by Karen's eagerness to tailor the course content to suit real life scenarios that our staff encounter on a daily basis. The courses themselves were conducted in an inclusive manner with lots of interaction between Karen and the participants, this greatly enhanced the learning experience and provided for a two way dialogue. We would have no hesitation in recommending Call focus.
Windsor Motor Group
Patrick Sands - Managing Director
From the first meeting with Karen, Call Focus listened carefully to our needs and matched a training progrmme to suit each part of our business. Working with Call Focus was the first significant cross company training undertaken by Food Solutions and they made it easy for us. During the training we had to adjust some of the direction from time to time. This was a natural evolution of the process as we better understood our needs in certain areas. The changes were made seamlessly and professionally by Call Focus. I have no doubt this training has delivered improvements in our efficiency and skill level all across the business which in turn is delivering greater profitability to our bottom line.
Food Solutions Limited
Emma Woods - HR Services Consultant
We were looking for numerous departments within our company to receive customer service training. We received a recommendation for Karen Sommerville from CallFocus. The aim of the training was to improve Customer Service skills through both email conversations and over the phone. From our very first conversation with Karen it was clear that she provides a thorough service which starts following that first call. I had numerous conversations with Karen and all of the training material was extensively customised to match our company needs. I have spoken with everyone who received the training and they all found it extremely beneficial, with a great mix of presentation style and practical elements.The effects of the training can be seen throughout the company. I would most definitely recommend Karen's service.
Grainne Taylor - Marketing Executive
We have used Call Focus a number of times and have found Karen to be very efficient, professional and a good communicator. Karen took time to understand our training needs and our business sector in order to tailor the training to meet our requirements. The training sessions helped our team focus and successfully improve their sales, customer service and communication skills.
Roe Oils Ltd & Oriel Oil Ltd.
Siobhan O'Callaghan - Payroll Manager
We recently engaged Call Focus to arm our team with the necessary tools to continue to deliver an excellent level of Customer Care. Call Focus worked with us to understand our business, our clients and assess our requirements. The training was tailored to meet our requirements and the delivery carried out in a professional and enjoyable manner. The staff were unanimous in the appreciation of the benefits of the training and it has certainly increased their confidence in their ability to deliver an excellent level of customer service.
Eithne Gunning - Business Manager
At Bray Community Enterprise, we run a number of “start your own business” programmes aimed at people who are considering self-employment and wish to flesh out their ideas or learn the key steps to set up a business. Call Focus has been working with us since 2007 delivering presentations and training in the areas of sales, marketing and customer communications. We have always found Karen to be enthusiastic, motivated and committed to her work. She really understands and connects with her audience, offering practical advice which participants find invaluable.
Bray Community Enterprise (Bray Area Partnership)
Elaine Hughes - Assistant Chief Executive Officer
Call Focus delivered customer service style training for the Irish Dental Association. The feedback on the courses was very positive with delegates giving over 90% in satisfaction rating. I found Karen to be professional and conscientious to deal with. The training was practical and service focused and participants commented favourably on the programme.
Irish Dental Association
Lorcan O hObain Ph.D.- Senior Programme Manager
We have used Call Focus to deliver a range of training to our client companies and have always had the most positive feedback from participants. This has been during my time at Design, Print & Packaging Skillnet and more recently with ManagementWorks. Karen delivers relevant, practical training in a professional, cordial manner which achieves its objectives. Karen is also great to work with in a consultative and administrative way.
Fiona Barron -Ex-Innovation & Business Development Director
Call Focus has provided sales and customer focussed training to IPFMA members over the past 3 years both through open training programmes, and tailored in-house programmes specific to the needs of our members’ companies. Feedback from participants is consistently positive and Karen Sommerville is a consummate professional, whose commitment to ensuring that client’s training needs are met is unwaivering. We look forward to continued relations with Call Focus in the future
Society of Chartered Surveyors Ireland
Enda McGuane - Managing Director
Having heard Karen speak at an IPFMA annual conference in 2013, we retained Call Focus to provide customer service training to all our staff. From the beginning of the project we found that Karen brings a wealth of professional experience and a very practical approach to training. She took time to understand our business and tailored a programme to suit our specific training needs. The training was well balanced with a good mix of theory, case studies and shared experiences. At all times we found that Karen listened to our needs and worked with us to maximise the learning for our staff.
Winters Property Management
Orla Badger - HR Manager for Staff Training & Development
Call Focus delivered training in a number of areas including Customer Service & Complaint Handling, Payment Collection and Time Management for staff groups in NUI Galway in 2012 and 2013. I found Karen to be professional in her dealings from first contact, she listens carefully to the brief and is open and flexible to changes if required, she is also thorough in her dealings. The feedback from course participants was positive in terms of Karen’s communication style and understanding of subject area.
Aideen Ni Riada - Image Consultant for Life & Business
I met Karen through the Wexford Local Enterprise Office. In the hour we spent together she absolutely over delivered! I learned so much about the process of sales especially in terms of push and pull sales techniques and I left with a very clear strategy for my business. Thank you!
Pure Soul Style
Jim O'Dwyer - Head of HR
We found that the training services provided by Call Focus were very suited to our business. Karen Sommerville quickly got to grips with our requirements and provided a tailor made solution in the area of customer service and sales training.
The Irish Greyhound Board
Ronnie Fleming - Sales Director
I’ve called on Karen Sommerville of Call Focus over the years to help train new staff members or to help various clients with projects. Karen has a great understanding of our business and what we want to achieve. She is very thorough in her approach and really gets to know her clients and their businesses. After attending the course, Karen’s clients are very confident on the phone and ultimately, they have obtained a life skill.
Software Support Systems
Kerrie Farrell - Response Centre Manager
Karen Sommerville on behalf of Call Focus delivered customised Customer Service and Compliant Handling training to employees of Vesta Payment Solutions. The training was extremely helpful, informative and brought a lot of new ideas. Karen was very approachable and delivered the training in a patient and helpful manner and all participants rated the training very highly. If considering this type of training for your company I would highly recommend you take a look at the training courses Karen Sommerville has to offer.
Vesta Payment Solutions
Jacky Kavanagh - HR & Business Support
Call Focus fully engaged with us from the start to ensure our course was tailored specifically to our industry and staff. Throughout my time with Karen I found her to be very helpful, thorough and extremely professional. Our course was a big success and we would have no hesitation in recommending Call Focus’s services to any company.
Smith Property Management