Call centre training with system simulation
BT has delivered a new IP network architecture for the Department of Work and Pensions (DWP) which provides modernised and robust communications and includes delivery to IP Contact Centres. The IPCC Transformation Programme will transform up to 25,000 Contact Centre Seats over the duration of the agreement.
IPCC training requirements were captured by DWP in consultation with each DWP Business Unit/Agency impacted by the IPCC transformation. BT provided a configured version of their standard Agent Desktop to meet the specific requirements of each DWP Business Unit/Agency.
This provision included fit for purpose, branded and tailored training for each DWP Business Unit/Agency, ensuring compliance with DWP’s blended learning approach.
In addition the training solution had to comply with DWP’s stringent e-learning and accessibility standards and be capable of functioning effectively with assistive technologies used in DWP. BT commissioned Walkgrove to develop an e-learning program to train users in the effective operation of the system.
The emphasis of the training is on carrying out tasks within Agent Desktop. There were times when we needed to provide underpinning knowledge but these learning points were embedded within a process task wherever possible to maximise the contextualisation of the training.
What the client said
“I was at a JCP lessons learned workshop yesterday and the feedback from JCP on the e-learning was that many agents thought it was the best they had ever gone through, both in terms of the package/interface and how well it mirrored live. So many thanks and congratulations on a job well done!”