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.
The corporate learning market is rapidly evolving to meet the ever-changing demands of work and worker. The C-suite and L&D leaders can no longer ignore that over 90 percent of organizations do not realize the full value of their investments.
Every year over $400billion is spent on corporate learning globally, yet only 15% is proven to stick. Investments in learning are continuing to grow year on year but performance impact is not changing. The industry is still struggling to provide real proof of impact, in fact, for the first time the Towards Maturity Index is tracking a significant decline. This is causing leaders to have low confidence levels in L&D.
Having clear evidence is a vital starting point in identifying where improvement is needed and backing up your business case for change. We spoke with Emma Smith, Head of Talent at FirstPort Limited, a residential property management company. She had used the Towards Maturity Learning Health Check in a previous role and has now brought this tool to her new organisation in order to help transform their workplace learning culture.
Towards Maturity Learning Health Check provides an ideal starting point for organisations wanting to improve their development, by giving clear evidence and comparisons with high-performing learning cultures. To get a real idea of how the Health Check has a proven business impact, we spoke with Robin Lilly, Capabilities and Leadership Development Director of Coca-Cola Hellenic Bottling Company, to hear his experiences.
On 15 & 16 October at the NEC, Birmingham, the World of Learning Conference will enable Learning & Development (L&D) professionals to learn from industry leaders and to network with peers.