Mind The Skills Gap at Transport for London
Read this case study for 7 takeaways from this award-winning intervention for transforming customer service training at Transport for London.
Transport for London, together with their partner Kallidus, have recently picked up two awards for an immersive blended learning programme, designed to re-skill 5,000 employees in vital ticketing processes and customer service skills.
You can download the full story at the end of this article.
We have included this story in our Evidence for Change collection, as it illustrates how learning innovation has impacted critical customer service KPIs (Key Performance Indicators), such as staff helpfulness and customer satisfaction.
Alexandra Bode-Tunji (Programme Lead, Skills and Capabilities at TfL) is delighted with the project’s success: “This year has been one of unprecedented change at TfL. We have been keeping track of performance and staff engagement throughout the project and have been delighted with the results. The impact of the training has exceeded expectations on all levels. Above all, we are confident about the future and know our staff are equipped with the knowledge and drive to deliver world class customer experience, making every journey matter.”
7 takeaways for transforming customer service training:
- Start with strategic intention: this blended learning programme is at the heart of a major business transformation designed to improve customer experience whilst reducing cost
- Identify KPIs with business that you intend to influence with the programme to provide focus for both the L&D and business leadership team.
- Understand that a well-designed learning experience is not just about building new skills, but can also play an active role in changing culture.
- Connect with your learners through stories and dramatisations that they can personally relate to
- Immerse your learners on a journey: using appropriate technology to engage them along the way, for example:
Practice simulations, Games that bring familiarity to new concepts or ideas
- Focus on supporting learning through experiences: both online and via workshops – embed online experiences into face-to-face workshops
- Use mobile devices to improve access and also support the application of learning back in the workplace.
Download this case study (PDF)
Download this case study
- L&D Benchmark Reports
- In-Focus Reports
- Sector Reports
- Case Studies
- Free Resources
Evidence is vital to backing up a case for change and even more powerful when internal data is being compared against high-performing learning organisations.
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.