How do you train and coach your agents?

Read time:: 1 min
Published:: 17/08/2026
Group:: People/Team

TTMC is an accredited training provider for the ISM (Institute of Sales Management) and MRS (Market Research Society) and has dedicated L&D personnel. All new employees are given a comprehensive programme of induction, an introduction to all policies for the business and information security, and either a full day or two full days of initial sales training,.

Agents receive specific training relevant to each client campaign they will be working on and we can support specific accreditation models for agents when required with our in house L&D Team.

Ongoing coaching and training needs are assessed, identifying skill gaps at an individual and team level through systematic call review and scoring. This drives both one to one and team based learning to improve skills and ability. For our training and coaching we use the frameworks of either the Institute of Sales Management (for telemarketing and sales agents) or the Market Research Society AITS (for research agents).

In addition, we run a formal appraisal and performance management process to help our employees achieve higher levels of performance and to progress through their career at TTMC.

Related FAQs

Can I choose my callers?

To a certain extent, yes. You will have input into the profile of agent required. We then assign agents from our large team, taking account of your input and to the skills, experience, style and tone that is appropriate for each engagement. We will brief and train a larger pool of agents than is required for each campa

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Can your callers be based at our offices?

Rarely. Only in exceptional circumstances are callers based at client offices. To do what we do well, it is important that agents work in a dedicated outbound calling environment, working on our bespoke calling platform. We offer full transparency and visibility of performance through regular reviews, shared call recor

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How experienced are your callers?

Experience can be important but we focus more on ability. Nonetheless, our agents have an average age of 36 and an average tenure of three years; management level average tenure is over seven years.

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How will you work with our team?

We have an open, collaborative and proactive culture, combined with strong communication and real time visibility of our work for our clients through our brilliant portal, TTMC Connect. We can give access to connect to any stakeholders you nominate in your organisation. We have a tried and tested approach to client onb

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What calling capacity do you have?

We have 220 seats across our dedicated telemarketing, research and inbound divisions. We provide engagements as small as one agent through to projects requiring up to 80. The business is in operation up to 23 hours per day 6 days per week. Given our global reach, we need to call out of core UK office hours. As an agile

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