Brightwave to develop CARE principles training for Sky

Preferred suppliers to develop performance support for customer services

Sky, the UK and Ireland's leading provider of digital television services, has selected Brightwave, the workplace communications, learning and performance specialist, to design and implement a series of interactive modules to support the rollout of Sky's new CAREs initiative throughout its Customer Operations department.

The modules, which will focus on Sky's customer service and communication principles, ensure staff are aware of new call handling guidelines and how they will be used to measure customer experience. This will be achieved through a suite of realistic exercises to reinforce key messages as well as a safe environment to practise new skills and techniques.

"We want people to feel part of this change in our call handling guidelines, to engage them in the process so they understand exactly what is expected of them on a daily basis" said Simon Fairbairn, Head of Service Experience at Sky. "The design will position our employees as the customer. We are really asking them to step into the customers' mindset and to experience what the customer will experience. Brightwave is in tune with the Sky brand and culture and as a preferred supplier, we value the flexible and collaborative partnership that is essential to support the fast pace of change we experience."

The innovative learning solution will help employees to develop their skills in each key area of the Call Handling Guidelines, in line with the four CARE principles: get connected, show appreciation, take responsibility and be enthusiastic. This will be achieved through an interactive mix of tutorial exercises and call simulations using material from real calls.

Additional Managers' content will also be developed ensuring that employees have a point of reference and guidance throughout the training. On completion of the Managers' content, they will be able to recognise employee use of CARE principals, score these against the new call guidelines and improve customer experience through coaching conversations.

The modules will be delivered through Sky's Knowlagent platform in short bite-sized chunks that can be interwoven into existing workflow at the desk. Implementation is also in line with cognitive principles to maximise long term recall and actioning of best practice.

"We are delighted to work with Sky on another major project, following the success of the "Join In introduction to Sky" to support employee induction." said Virginia Barder, Director of Projects at Brightwave. "Key to our success with Sky is our growing understanding of its branding and approach, which ensures that we deliver interactive experiences that are specific and relevant for the company and its employees. It helps us to get further inside the mind of the learner to ensure we keep the content truly relevant and engaging, and able to reflect Sky's unique style."