Brightwave and Sky win CCA’s Most Effective Training Programme 2009 Excellence Award
Sky and Brightwave’s award-winning Get Up To Speed onboarding portal to be presented at Online-Educa 2009 and Learning Technologies 2010
At a glittering awards ceremony last night in Edinburgh, Sky in partnership with Brightwave picked up the highly coveted Customer Contact Association (CCA) Excellence Award for Most Effective Training Programme 2009. Facing tough competition with ten on the short-list, the award recognises the innovative ‘Get Up To Speed’ onboarding internet portal which accelerates time to target performance for all new Sky contact centre staff helping them build knowledge before their start date.
Above: Brightwave's Lars Hyland and the team at Sky are presented with their award for Most Effective Training Programme at the 2009 CCA Awards.
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 to the 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.
To date Sky's onboarding portal has accelerated time to target performance, reduced induction time by a quarter, halved staff attrition, fully engaged staff (100 % completion) and improved sales conversions. The programme is also short-listed for an E-Learning Award with winners being announced 12 November.
Charles Gould, MD at Brightwave said: “We are delighted with the performance and results from our new Get Up To Speed onboarding portal for Sky. It’s great to have this project recognised by the contact centre industry’s key trade body and it’s testament to the highly creative, diligent and business-focused work put in by the team at Brightwave and Sky.”
Kenny Henderson, head of talent development operations at Sky added: "Working on a project with such a broad range of stakeholders is always challenging, however, Get Up To Speed gained universal support across Sky. We’re delighted to have won the CCA Global Excellence award with Brightwave and find the potential business impact really exciting."
The Get Up To Speed e-learning programme will be presented at Online Educa 2009 in Berlin on 3 December as part of a ‘Cloud Learning’ session. It will be led by Sky’s head of talent development operations, Kenny Henderson and Brightwave’s director of learning services, Lars Hyland. Online Educa is the largest global e-learning conference for the corporate, education and public sectors, running 2-4 December 2009.
Furthermore, Sky’s onboarding programme will also be presented at Learning Technologies on 28 January 2010, as part of a session by Kenny Henderson at Sky titled ‘Be Sure What Success Looks Like’. Brightwave will be exhibiting at Learning Technologies from 27 to 28 January 2010 at Olympia, London – it is Europe’s leading showcase of technology supported workplace learning.
About the CCA awards
This high profile awards programme celebrates organisations and individuals that are achieving excellence through innovations and are committed to driving improvements within their contact centre operations. Each Award is aligned to CCA Global Standard©. Accreditation is not a pre-requisite to application but has simply been used to ensure key areas of activity are covered with the aims of continuous improvement. Submissions must clearly demonstrate direct benefits to customers, employees and corporate objectives and show service and operational improvements that will help improve the professional image of contact centres.
Exhibition information at - www.learningtechnologies.co.uk and www.online-educa.com
Note to editors - About Brightwave
Next generation learning expert Brightwave believes that organisations need forward-thinking learning partners who develop solutions that change with their business. Brightwave makes design decisions to meet business goals and place the learner experience at the centre of every project, from onboarding through to major business transformation.Clients include: BP, British Airways, Bupa Health and Wellbeing UK, Channel 4, HEINEKEN, Lloyds Banking Group, PwC, Sky, Royal Bank of Scotland, TUI UK Ltd and Unilever, as well as public and third sector organisations like: City of Edinburgh Council, Clyde Valley Councils, National Trust and The Home Office.
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