General Physics (UK) Ltd

Case Study - Call Centre Training

GP developed and delivered Exceptional Customer Service training programmes, tailored for each Helpline operated by Broadcasting Support Services (BSS), a not-for-profit organisation that provides a full range of services including short- and long-term telephone helplines and contact centre services.

Training Development

GP tailored training from a range of their existing modules to meet the needs of BSS staff working on a technical helpline. To satisfy more specific requirements and comply with BSS' future operating strategy, additional modules were designed and developed:

• Problem Call Handling
• Effective e-Mail Communications
• Pulling it All Together (Consolidation Module)

This courseware was developed following detailed analysis of the issues and concerns that BSS Helpline staff and their supervisors encounter on a day-to-day basis.

Training for all staff and at all levels was required by the Learning Advice line operated by BSS. In line with the unique requirements, GP developed and delivered a half day course that encompassed the essence of call handling and dealt with their specific issues.

Train-the-Trainer

For BSS to maintain the level of skills that had been acquired by staff during the initial iterations of the Exceptional Customer Service training programme, the BSS internal trainers undertook a GP-led Trainer Masterclass. In this way, they could continue to provide high quality training skills. Their training was accompanied by accreditation to deliver the GP training modules.

NVQ

At the same time, BSS implemented an NVQ programme:

• Level 3 - Management
• Levels 2 & 3 - Call Handling
• Levels 2, 3, & 4 - Advice and Guidance

GP provided on site support enabling candidates to achieve qualifications in accordance with BSS' performance targets, and developed an informative newsletter to tell the story behind the NVQ candidates' successes.