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UKI Partnerships introduce eNVQs for contact centre staff


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DateMay 13, 2007 Posted by: Nige Howarth   Keywords: benefits, blended learning, culture, customer care, e-assessment, empowerment, FE&Skills, IT availability, Job Aids, learner engagement, learners, learner support, managers support, measuring value, productivity, qualification


UKI Partnerships, part of RBS Insurance is an extraordinary business.From its inception in 2000, it has grown rapidly to become one of the country's leading general insurance and motoring assistance partnership providers, serving millions of customers in partnership with brand leaders across all the major sectors.

Finding and keeping contact centre and support personnel proves to be a growing problem for business’s, and therefore was an area that UKI Partnerships were keen to address. They wanted to increase staff retention by becoming an ‘Employer of Choice’, and to be able to provide a mechanism for reward and recognition for the work that contact staff do on a daily basis

This case study shows how UKI Partnterships partnered with work based learning provider, JHP Training, to deliver a customer service qualification. E-NVQs were used to deliver learning at the point of need and to minimise time away from work.  The study includes excerpts from a detailed evaluation of the programme and highlights the impact on the business.

This article was originally created by the Work based e-learning project at e-skills UK and is reproduced with kind permission.

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