In house Surveyor Induction Training – Case Study
A Train the Trainer programme for the in-house Surveyor Team and its Managers.
What the issue was
After a hugely successful Sales and Regulatory programme MPI were asked to support a new Induction programme for the In-house customer service team. Homeserve did not have the resources in house to develop the sales element of the programme as required for the business so they asked us to help.
How we solved this
As part of the preparation we created a wish list of what was needed in the process to incorporate formal classroom training, e learning, on site training for boilers and Installation. We completed research on the in-house survey team to understand the nature of the calls, the full process, the regulatory issues & call scripts they already used. We worked alongside the In-house Managers to design and develop the process and ensure everything needed was in place for when the programme was implemented.
Outcomes
All elements were extremely well received by the new inductees, and the management team felt the new programme filled any gaps that were present before. We received praise for the efficient and collaborative way we worked with homeserve on the project, also the high standard of delivery to the new inductees.
The new inductees are operating at a competent level far quicker than they had in the past due to the programme and the MPI and Homeserve teams efforts in developing materials and facilitation. The success of the programme continues and the next team of inductees will be taking part in through 2020 onwards, and we look forward to delivering the programme again.
Along with the face to face programme we were asked to create a suite of videos on the different areas of the department and the roles and responsibilities they hold. The next step will be a digital version of the programme to help homeserve deliver the learning in house and further the embedding of the learning.