Meeting a global need with live online training

Background

BP employs well over 1,000 Challenge Graduates worldwide.  The graduates are offered a thorough programme of training and coaching, whether located in Houston, London, Baku or Luanda.

In addition to their placements, graduates are also required to meet strict levels of performance as part of their development. Included in this are a number of core competencies.

Solution

Graduates were given the option to access LiveTime Learning as a means to improve business and soft skills in a variety of areas. The graduates had access to all 115+ LiveTime sessions to choose the areas where they felt the need for improvement. Specific sessions were also mapped to the BP Core Competencies.

A comprehensive selling process was co-ordinated across regions including trialling sessions, mini road-shows and presentations, with graduates then able to sign up to the service via a dedicated, personalised web page.

Results

• 700 graduates had signed up within 4 weeks of launch
• By the end of the first semester, over 600 live sessions had been accessed by BP graduates from countries as varied as Azerbaijan, Algeria, UK, USA, Mexico, Angola, Indonesia, UAE and Egypt

In addition, many more recorded sessions were accessed by subscribers.

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Solution

By giving all staff an annual subscription to LiveTime Learning, PMC offers high quality, live online training without incurring the environmental and material costs of sending UK trainers to India or bringing staff over to the UK.

Feedback
"LiveTime works for us because it provides an opportunity for consistent learning - the same curriculum whether you are in our UK or India offices - and we can get people more connected in both locations through shared learning experience." Carl Haggas, HR Director

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Konecta Group UK, part of an international call handling organisation, recognised the need for quality training delivered in short chunks to both improve staff skills and build motivation.

Solution

Konecta staff are time poor, and may be called out of training sessions at short notice to deal with clients' problems. LiveTime's bite-sized approach allows workers to take a quick break for learning, without impacting heavily on their schedules. They can also access recorded sessions out of hours which fits well with different shift patterns.

Impact

Konecta carefully measured the performance of those staff using LiveTime against control groups. After 3 months, staff who had received the training outperformed the control group in:

• call handling time
• quality survey
• absence
• client quality measures

Feedback

"I thought the training was fun, interactive and that the agents would love it. The trainer was excellent and strangely approachable, as an e-learning course I wasn't expecting the trainer to be as involved with his class as he was - I was predicting a boring voice rolling out jargon with no real feedback from the audience but I was pleasantly surprised." Anonymous, LiveTime Learning user

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• reach an audience in 10 European countries in a short space of time
• use a motivational approach to communicate the requirements and benefits of the new system
• ensure buy-in, understanding and acceptance of the new system

Solution

We partnered with Millward Brown to design and deliver a selection of webinar-style sessions to introduce the new performance management process, based on the LiveTime infrastructure. The solution uses a rich mix of exercises, tests and interactions to ensure successful implementation of the system, with a lively Q&A session, plus information to download and support materials. The sessions are currently delivered in English, French, Polish and Spanish.

The whole solution took only 4 weeks to deliver, including all foreign language sessions.

Results

• Over 700 participants, including staff from France, Poland, Spain, Turkey, Hungary, Czech Republic, UK, Eire, Germany and Portugal
• Attendance on sessions varies from 10-90

Feedback

"I enjoyed this session-can everything at MB be like this?" Abdul Khaki, LiveTime Learning user

"Just made more sense and less daunting than I thought" Tracy, LiveTime Learning user

"If only all online training was like this..." Eduard Aguado, LiveTime Learning user

"Thanks Matt for all your hard work. The overall response to both the Webinars, and indeed the new approach has been very positive and we are incredibly grateful to you for your hard work (and patience!) over this project." Branwen Jones, HR Director

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When faced with an urgent need to update all line managers on important changes to the performance management process and enhance their coaching skills, British Council realised that face-to-face training was both impractical and costly. So they turned to LiveTime.

Solution

LiveTime designed live online sessions to show how appraisal skills and feedback can be used effectively and with confidence.

Our role included all production, editing, graphic design, exercises, sound recordings and adaptation to British Council webinar platform.

In addition, we designed train-the-trainer sessions for delivery to lead users of the performance management system, ensuring messages and materials then cascaded to other managers and HR teams.

Results

• Over 100 line managers participated in online sessions held across a wide variety of countries including Brazil, Ethiopia, Egypt, Jordan, Kenya and Poland
• Line managers were consequently better informed about the changes and recognised the importance of coaching skills to holding motivating conversations

The LiveTime technology allowed the British Council to adopt a more global approach, with line managers receiving consistent messages wherever they were based.

Feedback

"LiveTime helped prepare the HR community deliver successful webinars by coaching them on how to deliver clear and concise messages and provided tips on how to create a supportive environment so that participants felt confident to share their views, which was important, especially as English was not a first language for some." Tracey Norbury, HR Consultant

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