Bupa UK Membership, which is responsible for the insurance and assurance
side of the business of the global health and care organisation, is developing
a blended learning induction programme for employees who join its UK contact
centres.
The introduction of the programme, which is being developed jointly by Bupa
and e-learning specialists Brightwave, followed a review of the existing
induction programme. It is expected to reduce the overall time taken for staff
to demonstrate competency standards required prior to starting work at the
contact centre.
"The existing induction programme did make use of off-the-shelf
e-learning materials, videos and paper documents," says Charlotte Staal,
account consultant, learning and development, at Bupa UK Membership.
"Employees see this standard approach as interesting but not
necessarily applicable to themselves or our organisation. The bespoke
e-learning solutions we are developing with Brightwave will use Bupa case
studies.
"We believe this will help our employees understand the context and
application of what is often seen as nice to know."
Key components of the new programme include regulatory training, which will
provide a Bupa-specific context to health and safety, data protection and IT
security, a fully interactive simulation of the customer call process, a
simulation of a key IT system and a competency-based testing system.
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The competency tests will provide detailed reporting and feedback on
performance for use immediately by facilitators within the induction programme.
