Home > Case studies > BT/Emirates Airline
BT were installing a new Agent Desktop application and associated services for Emirates Airline call centres in Dubai, Mumbai, Melbourne, Johannesburg, Karachi, Manchester and New York. They needed to train 1,500 desk agents and their team leaders in the application and required a training partner to design and implement a blended training program. They selected Walkgrove.
We had worked with BT before, so we had already built up a reputation with them for quality and delivery. But this project had a short development schedule and the first thing we had to do was despatch a team of consultants to Dubai immediately to work alongside BT to help define and document precisely what was required. Excellent project management skills and tight change management brought the thirteen simulation modules in on time and to budget.
Working on system simulations always presents its own challenges and this was no exception. There were changes to the system on an almost daily basis. Having had long experience of similar projects, we devised a robust change management system which ensured that we were able to identify the changes, validate them and implement them quickly and effectively.
We needed to provide traditional face-to-face training alongside the e-learning for the staff who were going to be rolling out the training to call centres in Dubai, Mumbai, Melbourne, Johannesburg, Karachi, Manchester and New York. Train the trainer events were developed and delivered on site in Dubai and support provided throughout roll-out.
I have to say, Emirates are extremely pleased with your services and I would like to thank you for absorbing the cost over-runs.
