O2 - Train the Trainer
O2 UK Customer Service is a wholly owned subsidiary of Telefonica O2 UK Ltd. The cornerstone of O2’s strategy going forward is to attract and retain high-value customers by giving them the best possible experience, and putting them 'at the heart of everything we do'.
This will be achieved through, among other things, further improvements in service quality, the launch of innovative new services and loyalty programmes, significant investment in customer service and CRM, and continued development of the O2 brand.
As with many training departments, Learning and Development was seen as the place to go for courses - a tick in the box activity. Typical measures of success were the number of people that had been trained by the department and good results on end of course critiques. However, it was ultimately realised that this was not good enough.
O2 had some ambitious goals to achieve through their Learning and Development team.
These were to:
- Raise the profile of Learning and Development as a revenue generating business unit as opposed to a support function. Cost centre to profit centre.
- Deliver a return on investment and not just a return on expectation, back into O2
- Achieve consistency through each discipline of training design and delivery
- Attract a nationally recognised qualification. Edexcel was selected as the preferred Awarding Body.
- Create a team of trainers that would empower O2 with the capability to maintain the ongoing development of their own Learning and Development internal resource
The programme included the development of core trainer disciplines in training design and delivery, with a ‘stretch opportunity’ for high performing individuals to further develop skills in training consulting.
As an Approved Test Centre for Edexcel, Prosell provides programmes that attract BTEC qualifications, the Trainer Development Programme being one of them.
The programme was integrated into O2’s overall framework for consultant development and provided a support process for their personal development objectives as well as a structure for maintaining consistency and measurement.
- Entry and exit gates for each stage.
- Interim on the job activity, with sign off required for each element of the course.
- Internal assessors annually accredited.
The programme was completed in 15 days spread over 5 months and included the delivery of 3 core Trainer development programmes: Consult, Design, Deliver.
This culminated in the accreditation of high performing individuals who were now empowered to cascade the Design and Deliver programmes back into the business.
O2 invited the training community to ‘interview’ in order to be on the pilot programme. The response was favourable and 6 participants were selected, having met a minimum requirement.
These participants attended both the Design and Deliver programmes and demonstrated the standards required to achieve a BTEC Advanced Award which is a Level 3 qualification.
Following this, the chosen ‘enablers’ progressed to complete the Consult stage of the programme and demonstrated the standards required to achieve a BTEC Professional Award which is a Level 4 qualification.
As enablers, these individuals have the responsibility for:
- Cascading the two programmes, Design and Deliver internally
- Managing the ongoing quality of training delivery in O2
- Evaluating learning transfer in order to show the Return on Learning Investment
- Preparing trainers for BTEC accreditation. (Prosell to verify and award accreditation)
These results were provided by the client, post delivery, and represent a comparison of results over 5 months.
- Induction period - reduced by 12%
- Call quality - increased by 6%
- First time resolution - increased by 10%
- Call efficiency - increased by 13%
If you would like to discuss your in-house customer services train the trainer programme, please get in touch.