Learning innovation delivers business results at Sky
Over the past five years, Sky, in partnership with Brightwave has created an enduring and transformative e-learning culture, which begins for new staff at the induction process.
Last updated December 2011.
The Get Up To Speed Onboarding Portal is designed to reduce contact centre attrition and enable new sales advisors to engage as quickly as possible with the organisation, its product and customer base while reflecting the company core ethos of ‘Believe in Better’. It particularly appeals tothe company’s large number of Generation Y recruits by using social networking (including blogs to connect staff to new recruits) and interactive games.
Sky , with partner Brightwave, won the coveted outstanding achievement award – Corporate at the 2011 eLearning awards.
Find out more about the induction process by listening to an interview Kenny Hendersen here.
In 2009 Sky UK won a coveted Customer Contact Association (CCA) Excellence Award for Most Effective Training Programme 2009 as a result of their ‘Get up to Speed’ onboarding portal created in conjuntion with Brightwave.
The Get Up To Speed onboarding portal helps Sky’s large volume of new contact centre staff deliver excellent customer service to its nearly 10 million customers by building product and company knowledge in a fun way before they start work. It particularly appeals tothe company’s large number of Generation Y recruits by using social networking (including blogs to connect staff to new recruits) and interactive games. The online portal also uses a video belt and simulated customer scenarios, as well as incentive mechanisms to encourage repeated completion through a real-time leader-board.
We are pleased to incude this great initative in our Evidence for Change programme.
Sky’s business challenge: Accelerate time to target performance for contact centre staff
Sky has a commitment to deliver engaging and entertaining experiences to their customers. In an economic climate where customer service is a real differentiator Sky recognised the potential impact for a successful pre-joining programme. With new recruits often underprepared, an induction period too long and attrition too high, the business case was clear. Brightwave developed the innovative ‘Get Up To Speed’ onboarding internet portal which accelerates time to target performance for all new Sky contact centre staff helping them to build knowledge before their start date.
As a result:
• Retention has doubled
• £700K saving
• 25% acceleration in time to target performance
• 11% increase in sales conversions in week one for new starters
You can find out more about this story here.
Every day your employees face dozens of clients, managers, reports and projects competing for their attention. With 55% of workers saying they lack time to learn, it is clear heading into 2019 that we need to apply some fresh forward-thinking to recapture the attention of the learners and revive their passion for learning.
Emerald acquires Mind Tools and strengthens its position as a leading global learning business. Emerald Group, the global provider of research and learning resources, today announces the successful acquisition of Mind Tools, the digital learning and performance support company.
L&D practitioners discussing with Jane Bozarth they can support the capture and sharing of tacit knowledge, the information that people keep to themselves, that enable them to get things done in their roles.
Towards Maturity announces departure of CEO and founder. Towards Maturity announces that CEO Laura Overton has taken the decision to step back as the business moves to its next phase of growth.
Today is international Women’s Day; the annual occurrence that seeks to revel in how far women have come, and address how far they have left to go in the battle for gender equality. By celebrating what women have achieved, whilst highlighting the continuing inequalities they face, today plays a vital role in shedding light on women, their opinions and their experiences in life. We want to contribute to this insight and explore how you could make work place learning more effective by tapping in to the behaviours and ambitions of women in your company.