The case study
This evaluation report should be read in conjunction with the LloydsTSB case study, which provides more detail on the context and the experience of e-learning within training and workforce development across the organisation.
The resources that were developed and piloted are based on a set of learning objectives relating to customer service standards and are aimed at improving service quality. As it states, 'this programme, which will help you with your Call Handling Level 2 NVQ, explains why and how LloydsTSB evaluates the effectiveness of its service and what you can do to affect the quality of that service.' The module has been developed as a self-learning module to be used on a stand alone PC (stored on CDROM).
The pedagogical approach is based around a set of specific learning objectives and uses an iterative model of show/tell, activity, and self-test, and incorporates a summative multiple-choice test (expositive, practice, test). It employs a racquet game metaphor: the 'Ace Service tennis' game. As it is built around a set of specific learning objectives and linked to a summative level of competence, it is sequential in approach and is required to be completed.
The pilot took place at the Contact Call Centre in Newport in South Wales, where approximately 800 staff are employed by the bank's Telephony Division. 25 staff members participated in the pilot; all were customer contact services operatives.
...continue to pilot schedule
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