Staff Training

Training that fits the way your team handles live verification

Our staff training service is built for teams that onboard customers online and need clear habits around video identity checks. We work through the live journey from invitation and consent to document capture, face comparison, liveness prompts and file notes, so the people on your side understand what happens at each point.

Sessions are practical rather than theoretical. We cover how a customer should be guided through the call, what the verifier must see on camera, how to pause a case when the image is poor, and when a record should move into escalation. That keeps the process steady when staff changes, shift patterns or busy periods put pressure on the workflow.

• Role clarity for front-line agents, supervisors and operations staff
• Common document checks for South African ID books, smart ID cards and passport cases
• Face match and liveness cues in a remote session
• Consent wording, note-taking and record storage habits under POPIA aligned controls

What the training covers in practice

We shape each session around the checks your business actually uses. If your team needs to verify opening forms, collect clearer images, guide a customer to reposition the camera, or spot a mismatch between the person and the document, those steps are built into the training block.

The material also covers customer handling. A polite, direct explanation reduces confusion when someone is nervous about showing an ID on camera. We go through phrasing for prompts, reminders to keep the document visible, and the way staff should note incomplete captures without turning the call into a long back-and-forth.

• Session opening, consent and identity confirmation steps
• Document legibility checks and image quality basics
• Face comparison cues and liveness prompts used during the call
• Escalation notes for unclear, incomplete or disputed cases
• Hand-off rules between verification staff and your internal case owners

How the rollout is handled from briefing to sign-off

We usually begin with a working session that maps your current onboarding flow. Jared Jantjies and the integration side look at where the verification sits in your customer journey, while Anele Nortje and the training side shape the learning plan for the people who will use it. That can include supervisors, call-handling teams, compliance staff and operations leads.

Once the workflow is clear, we prepare the training notes and run the live session or sessions. The timing depends on team size and how many roles need coverage. Smaller teams may need a single practical session plus a guided handover, while larger operations often need split groups, script practice and a short review round after the first internal use.

After the session, we can support refresher work when scripts change, a queue starts slipping, or a new branch team needs the same standard. The aim is to keep the checks consistent across Johannesburg, Pretoria, Cape Town, Durban, Gqeberha and other South African teams working from different offices.

Integration awareness for teams that need the handover to work

Training is stronger when staff understand how the verification process sits beside your forms, case system and approval steps. We do not turn the session into a technical workshop for its own sake, but we do explain the moving parts well enough for agents and supervisors to handle them with confidence.

Where needed, the training includes a plain overview of integration points, status updates and the information your team should see when a case moves from capture to review. That helps avoid guesswork when a customer drops off, a file needs a second look, or a supervisor wants a clean audit trail.

• Workflow mapping around intake, review and final decision steps
• Basic API coordination language for internal teams
• Status notes and audit-friendly handover records
• Escalation design for difficult or incomplete cases

Pricing is shaped around team size and training depth

Our pricing approach depends on the session scope, the number of staff involved and whether you need a single role-based workshop or a broader rollout. A small team with a clear process needs less preparation than a multi-site client with several queue owners, training groups and approval layers.

We price the work around the practical inputs: workshop preparation, session delivery, supporting notes, script refinement and any follow-up training blocks. If you need staff refresh training after process changes or a pilot launch support session for new users, that is quoted as its own line so the scope stays clear.

Because each operation works differently, the price model is usually built as a scoped project rather than a one-size item. That gives your finance team a clear view of what sits inside the training package and what falls under extra change requests later on.

Aftercare for teams that need the process kept steady

After the main training, we stay available for practical follow-up work around the process itself. That can include script adjustments, refresher training for new starters, help with edge cases and review of recurring errors that appear in live use. It is less about theory and more about the parts that affect daily handling.

If your staff are seeing repeated document glare, missed consent steps or too many escalations, we help shape the correction. Sibusiso Gamieldien can review quality patterns, while Megan Vermaak handles client-side follow-up around the training outcomes and the operational side of the service.

The result is a team that knows what to do when the call is clean and what to do when it is not. That keeps the customer experience steadier and gives your supervisors a clearer path when a verification needs a second set of eyes.