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Customer service and sales e-learning - blue Sky thinking

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Slides originally presented at Learning Technologies Exhibition 2011 …

Slides originally presented at Learning Technologies Exhibition 2011

However many customers you have it's vitally important to ensure your customer service and sales advisors are engaged with their work. When you have ten million it's essential. Sky's onboarding portal - designed with Brightwave - is an award-winning learning solution which has saved the broadcaster significant annual induction costs, accelerated time-to-competence and increased sales force effectiveness.

This presentation will feature two best practice case studies (Sky Broadband and Talk and the award-winning Get Up To Speed*).


Speakers:-
Charles Gould, Managing Director, Brightwave
Stuart Coyle, Curriculum Design Manager, Sky

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  • Charles – in our run through you said you would add a slide about Sky which demonstrates the scale of their need and focus on customer service e.g. Over 10 million customers, now it’s not about customer acquisition but retention and relationship.
  • Transcript

    • 1. Customer service e-learning – blue Sky thinking Charles Gould, Managing Director, Brightwave Stuart Coyle, Curriculum Design Manager, Sky 26 January 2011 © Brightwave Ltd.
    • 2.
      • 10 million customers
      • 200+ new starters each month
      • Thousands of customer contacts every day
      Sky – the numbers 26 January 2011 | © Brightwave Ltd.
    • 3.
      • Objectives and business case
        • Defining the objectives
        • Getting key stakeholders onboard
        • Building a killer business case
      • The solution
        • Incentivising and motivating learners
        • Media rich learning portal
        • Enriching brand through e-learning
      • Demo examples
      • Results to date / Sky & learner feedback
      • Summary / questions
      Session overview 26 January 2011 | © Brightwave Ltd.
    • 4. Course demos Sky ‘Get Up To Speed’ and Broadband & Talk 26 January 2011 | © Brightwave Ltd.
    • 5. Objectives and business case
      • Defining the objectives
      • Getting key stakeholders on board
      • Building a killer business case
      Objectives and business case 26 January 2011 | © Brightwave Ltd.
    • 6.
      • Improve customer service and sales skills
      • Enabling first time resolution for customers
      • Knowledgeable advisors - our products / services
      • Accelerate advisor competency & reduce induction
      • Engage new-starts and create better onboarding experience
      • Deliver technical knowledge - simple and engaging
      • Share tacit knowledge of the few with many
      Objectives Objectives and business case 26 January 2011 | © Brightwave Ltd.
    • 7.
      • Operations Leadership Team (Sales and Service) – sponsors
      • Marketing Leadership Team
      • Marketing Managers – 15+ people providing content and ensuring accurate product coverage
      • Brightwave – development partner
      • Training Operations – integration with induction
      • Talent Development – project management and tech support
      Objectives Getting key stakeholders on board 26 January 2011 | © Brightwave Ltd.
    • 8.
      • Talent Resourcing – briefing new-starts on access
      • HR – various team involved in on-boarding
      • End users – piloting and providing feedback
      • Brand – look and feel of the site
      • Planning – ensure all training scheduled accurately
      • Sky Network Services – technical content
      • Internal communications – provided input to content
      • Legal – content sign-off
      Objectives Getting key stakeholders on board 26 January 2011 | © Brightwave Ltd.
    • 9.
      • Managing complexity and delivering on expectation
      • Constant engagement – we wanted people to feel that they owned the content
      • Face to face reviews with stakeholders
      • Let people see stuff – even if its an early version
      • Invest the time in communicating effectively
      • Get them involved in all of the key decisions
      • Lots of face to face demos
      • Pilot the approach and make changes
      • Continually share updates, results and successes
      Objectives Getting key stakeholders on board 26 January 2011 | © Brightwave Ltd.
    • 10.
      • Building the business case
      • Ensure there is buy-in -
        • Get Up to Speed - senior team came to us
        • Broadband and Talk - proof of concept approach
      • Find out exactly what the key issues are for the business – knowledge, confidence, speed to competence etc
      • Define all of the objectives for the e-learning and be really, really clear about your success measures
      • Don’t start anything until everyone has signed up to the objectives and the success measures
      • Stay true to your original objectives and base decisions on these - its easy for it to become a ‘wish list’
      • Evaluate the success based on the objectives
      • Provide a return - review & improve
      Building a killer business case 26 January 2011 | © Brightwave Ltd.
    • 11.
      • Rich mix of 17 section course including games, quizzes, video and simulations
      • Leaderboards, ‘Day in the Life’ section and measurable learning
      The solution Engaging and motivating learners
      • Innovative graphical interface
      • Activities designed to appeal to varying learning styles
      Media rich learning portal
      • High quality training - virtuous circle - customer benefits
      • Everything geared to enhance ‘Believe in Better’ message
      Enriching brand through e-learning 26 January 2011 | © Brightwave Ltd.
    • 12. Course demos Sky ‘Get Up To Speed’ and Broadband Talk 26 January 2011 | © Brightwave Ltd.
    • 13.
      • 17 minute introductory e-learning module
      • The first of 4 modules to be completed (210 minutes of content to go)
      • 4100 internal staff have completed the module
      • Evaluation via an online questionnaire
      • Sent to 2700 in house employees 673 (25%) responded
      Results to date Results to date – ‘Broadband & Talk - The Basics’:
      • Module 2: Getting Sky
      • Module 3: Switching to Sky
      • Module 4: Things that affect Broadband and Talk
      The following modules will be rolled out next: 26 January 2011 | © Brightwave Ltd.
    • 14. Broadband and Talk – results to date 26 January 2011 | © Brightwave Ltd.
    • 15.
      • Get up to speed new-starters exceed the expected sales conversion for existing agents in week one
      • A saving of 37.5 hours in training each new recruit
      • Advisor competency achieved at least one week earlier than before, despite a 25% reduction in face-to-face training time
      • Simulated the experience of selling products to Sky customers and delivering instant performance feedback
      • Over 18,000 hours of e-learning completed
      • 2243 new-starts given access since launch
      • Over £1m saving in induction costs alone
      Results to date Results to date Impact of Sky ‘Get up to speed’: 26 January 2011 | © Brightwave Ltd.
    • 16. Sky - learner feedback Sky - Learner feedback 1 Our pre-learning portal is an innovative way for us to engage with new Sky people, giving them a head start settling in. I'm really pleased that we can now provide an effective solution that gives just the right balance of useful e-learning, a company overview and fun activities. Sky Sales Director I was impressed by the information the delegates had retained. It allows trainers to invest more time in covering products / services in depth - this means I could spend more time on how the features of our products can benefit customers. Sky Operational Trainer 26 January 2011 | © Brightwave Ltd.
    • 17. Sky - learner feedback Sky - Learner feedback 2 If you're anything to do with the design of this induction, you've done a superb job!! new Sales Advisor I was captured immediately by the creative and visually stimulating site. It was fun, innovative and informative with a competitive edge... I didn't want the learning to end. new Sales Advisor 26 January 2011 | © Brightwave Ltd.
    • 18. Award winning Brightwave and Sky - Winner - Most Effective Training Programme at the CCA Global Excellence Awards 2009. Award winning 26 January 2011 | © Brightwave Ltd.
    • 19. Wrap up / summary
      • Ensure high level of client / supplier collaboration and mutual understanding
      • Design learning objectives according to business need
      • Maximise engagement with learning portals – no more endless click-through screens
      • Use learning to enhance brand and engage staff
      • Win some awards...
      So... 26 January 2011 | © Brightwave Ltd.
    • 20. Questions? Want to see the demo? Email: [email_address] Web: www.brightwave.co.uk www.b Thank you for your attention rightwave.co.uk © Brightwave Ltd

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