We use our expertise gained from working with a wide range of Organisations across both the public and private sector to identify your needs, then diagnose what is required and help provide solutions that will have a lasting Business impact.
Our approach to consultancy is twofold, we either:-
- work in partnership with the client to implement the bespoke solutions we develop
Examples of some of our consultancy work include:
- develop capability so that the client can implement the solution for themselves.
Working with a large customer contact centre with over 90% attrition to identify causes, make recommendations and develop solutions that helped the client address this. Based on our diagnosis and the findings from this we re-engineered the induction and training programme for new staff. We then up-skilled the internal training team to deliver these so that as a Business they were self sufficient. This not only had a positive impact on attrition, it also halved the time for new staff before they were able to work on live calls.
Working with a large national bakery to develop a modular based train the trainer programme to up-skill staff to effectively develop and deliver job related training in their own areas of expertise to individuals and groups of staff. This programme has now been adopted across the whole Organisation as a pre-requisite for all staff who are required to train others as part of their role. This has developed capability within the Organisation and had a significant impact on the quality of internally delivered training.