BP – Shared Service Centre
SkillSet delivered the Induction programme to new customer service department staff, as well as fulfilled all ad-hoc soft skills training requirements within this period.
In 2008, BP adapted its service delivery model and established a pan-European business service centre to replace several smaller centres dispersed across multiple countries. It invested in standardised IT systems and sought to align its business processes. SkillSet worked with the client to successfully transition 12 business functions into the newly-established service centre. Documenting over 300 ‘as is’ and ‘to be’ business process, we designed and delivered a comprehensive training programme to support staff across 36 customer service roles. This involved project managing resources and stakeholders across Europe. These included more than 50 associates and external resources.
To support this large and complex project, SkillSet designed and delivered a comprehensive blended learning programme. This included SAP and Siebel-based eLearning modules, quick reference guides and classroom training to cover areas such as job induction, effective communication, country & culture awareness and call handling skills.
Training was delivered to existing staff and new starters working across 36 customer service roles. It was delivered in multiple languages, including English, German, Czech, Slovakian and Hungarian. As well as end-user training, we delivered ‘train the trainer’ courses to ensure the successful on-going training of end-users. SkillSet also designed and delivered CMI-accredited management skills training to staff in the new centre.
Now fully operational, the pan-European business service centre houses over 1,500 staff, many of whom were new to the organisation. Ensuring that staff across the newly-constructed centre understood how business processes should be executed and how IT systems should be used effectively. SkillSet helped the client to reduce operating costs, to improve the efficiency of its service centre operations, and to improve customer relations.