Staff motivation has paramount importance at one2one. The attitude, consistency and energy of our team members is fundamental to achieving the best possible results.
Our call centre director, Tim Martin, has overall responsibility for the site operation, staffing and performance. Each team, typically six members, has a manager who is tasked to lead by example.

We manage our teams energetically; different applications require different team skills. We achieve high morale, low churn and efficiency gains using personalized development programmes.

Every agent's call recordings are quality and compliance checked a minimum of twice each day. We maintain frequent one-on-one coaching and aim to continuously improve individual performance.

Team members receive monthly individual and team bonus payments and there are a range of less formal daily and monthly team rewards. We have a highly flexible approach to staff hours and flexi-time is central to our agent roster.