Abtran has worked with the Teaching Council in Ireland since 2013 to ensure new teacher applications and existing teacher registration renewals run smoothly and efficiently with as few errors as possible. Applications and renewals have transitioned from paper to digital and are made through the Teaching Council’s Novus portal.
We resource, train, and manage people across every function associated with customer service from handling phone calls and email enquiries to qualifications assessment, to complaints and escalations. We also monitor social media and provide regular reports on attitudes and trends.
This is an insourced service, meaning our people sit alongside Teaching Council staff with complete visibility and maximum integration and contact between the client and Abtran teams. We see our role as bringing a customer-centric approach to the organisation’s contact with teachers and applicants.
Rather than exactly mirroring the various functions at the Council, we ensure a range of skill sets in the people we recruit and train, so that they can be deployed where needed, according to peaks and troughs in demand.
In 2018, we successfully re-tendered for our contract. We now have a team of 22 agents, team leaders, and a service delivery manager, working from the Teaching Council’s offices in Maynooth.
Abtran has achieved all KPIs and SLAs across all sections in each year of the contract. Our relationship with the Teaching Council is successful and strong, so much so, that in 2022 they took on six of our staff to work in their own organisation, having recognised the quality and talent of the team we’ve put in place.
The value Abtran offer and strong relationships we have built are all part of the reason the Teaching Council has extended our contract so that our successful work together will continue. But most importantly, we pride ourselves on the high quality of the work we continue to provide, day to day.