25 pilot participants were selected by the Centre Quality Manager and NVQ Internal Verifier with the objective of covering a range of ages, both genders and length of experience in job and to be broadly in line with the demographic structure of the Contact Centre staff.
Once the start and complete date were agreed, the Centre Quality Manager and NVQ Internal Verifier scheduled 25 learners to take time during work hours to test the resources in the learning centre. The pilot was administered by the NVQ Internal Verifier, who began with an explanation about the pilot and the module, and provided the learners with a self-assessment questionnaire (see pre-pilot questionnaire E2.2 - forwarded to the evaluator for analysis.) Participants were given directions as to how to access the module, and directed to take as long as they wished to complete it. Once the participant had completed the course s/he was asked to complete immediately a post pilot questionnaire (see post-pilot questionnaire - appendix A).
Two weeks after the end of the pilot, the ICCA project evaluator together with the LloydsTSB project consultant held interviews with six of the participants to gather further information about their experience and also discussed the module and the experience of e-learning with the Centre Quality Manager and NVQ Internal Verifier.
...continue to demographics
|
