The resources for the pilot, the ACE Service module, were developed by VEGA, one of LloydsTSB's external providers. The specifications, developed by a regular training consultant to LloydsTSB, were commenced in April 2003, development work began in June 2003 and the resources were completed and ready for pilot by 25th August 2003. The pilot took place over five days and was undertaken between 29th August 2003 and 5th September 2003. Scheduling and administration of the pilot was managed by the quality and training staff at the contact centre, and was dependent on the shift working schedules of the selected operatives.
...continue to pilot evaluation
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