Managing serco's annual training plan

We were initially approached by serco to plan & manage the roll-out of their training after they were succesfully awarded the delivery of the Business Link contract in the South East. Having worked with serco on a previous CRM (Client Relationship Management) project we were pleased to be asked to work with them on this new & exciting venture.

The brief was to ensure that over 200 Business Advisers were fully trained on delivering business & skills advice & guidance within 6 months of the service going live. This involved carrying out a full skills diagnostic on the entire Adviser community which led to areas of development including diagnostic skills, financial awareness, identifying skill gaps, SFEDI and training on the CRM system.

As well as the Adviser teams receiving their training, the inbound & outbound call centre was also a new entity & needed to go through the same process. Their needs included questioning techniques, diagnostic skills, telephony training as well as gaining a full understanding of the CRM system.

The training & development roll-out was went down well with all involved which was refreshing especially as this was an organisation which had undergone a lot of change in recent times. Staff & management were kept informed & up to date & a project team was put together to manage the various strands of what was a huge undertaking.

By understanding our clients needs fully, we were able to deliver a complete people development programme that ensured serco were fully equipped to meet their contractual requirements & all targets during their first year of operating.

If you would like to find out how Oval Frog can help with your staff training & development needs, please email us.