The Challenge

To fully utilise a new, multi-channel contact centre that can enhance the way the council interacts with its customers.

The Situation

• Over 100 staff needed to be coached in a tight timeframe
• The scope of the training was large, including customer service soft skills, management and leadership techniques, and IT skills covering 13 different legacy applications and a new SAP-based CRM system
• The Audit Commission's CPA rating was two-stars; Harrow Council ideally wanted this to be upgraded to a four-star ranking

The Solution

• Each of the 65 training modules was developed in full collaboration with council experts to ensure accuracy
• Potentio devised a 'Passport to Go Live' system which monitored the progress each adviser made through their 20-day training course
• The eight team leaders attended an additional, bespoke seven-day course on leadership skills

The Results

• Harrow Council has a one-stop-shop staffed by competent, professional advisers
• Post-course feedback showed an average score of 4.6 out of 5.
• Staff can continue their development with a comprehensive suite of training materials