Blended puts induction in context

first_img Comments are closed. Previous Article Next Article Bupa UK Membership, which is responsible for the insurance and assuranceside of the business of the global health and care organisation, is developinga blended learning induction programme for employees who join its UK contactcentres. The introduction of the programme, which is being developed jointly by Bupaand e-learning specialists Brightwave, followed a review of the existinginduction programme. It is expected to reduce the overall time taken for staffto demonstrate competency standards required prior to starting work at thecontact centre. “The existing induction programme did make use of off-the-shelfe-learning materials, videos and paper documents,” says Charlotte Staal,account consultant, learning and development, at Bupa UK Membership. “Employees see this standard approach as interesting but notnecessarily applicable to themselves or our organisation. The bespokee-learning solutions we are developing with Brightwave will use Bupa casestudies. “We believe this will help our employees understand the context andapplication of what is often seen as nice to know.” Key components of the new programme include regulatory training, which willprovide a Bupa-specific context to health and safety, data protection and ITsecurity, a fully interactive simulation of the customer call process, asimulation of a key IT system and a competency-based testing system. The competency tests will provide detailed reporting and feedback onperformance for use immediately by facilitators within the induction programme.www.bright-wave.co.uk Blended puts induction in contextOn 1 Mar 2004 in Personnel Today Related posts:No related photos.last_img read more