Liverpool Victoria selects New Wave Learning for call centre performance support

London - 16th Oct 2006

• SupportPoint, a performance support system, will enable employees to access need to know information in three or four clicks, rather than 50
• System will provide 500 employees with ‘moment of need’ information for contact centre calls 
• Ten learning systems rated: New Wave Learning/SupportPoint ahead of closest 2 contenders by 30%

Liverpool Victoria, the UK’s largest friendly society, is implementing New Wave Learning’s performance support solution to help improve customer service as well as provide a base to continually monitor and improve operations. The solution, SupportPoint, went live in September to help 500 call centre employees to access need-to-know information within three to four PC clicks, rather than the 50 or so it takes currently.
Liverpool Victoria is renowned for top performing products and has an enviable record in customer services. As the UK’s largest friendly society, it looks after £8billion of its members’ and customers’ money. It offers a broad range of products and services including savings, investments, life insurance, home and motor insurance, asset management, banking and financial advice.

OCP, a company specialising in organisational change, has worked with Liverpool Victoria for 10 years. Gary Wooliston, partner for OCP, explains, "Currently, different customer contact teams work quite separately on diverse product ranges. We needed a robust, consistent system that gave us the confidence that it could offer continuous staff skill improvement and wouldn’t need technical updates every six months".

SupportPoint delivers moment-of-need information to users’ desktops, quickly and in context with their current job. The customers’ experience should be enhanced because employees’ can answer any query more accurately and consistently, thus improving call handling times. This approach to disseminating knowledge to call centre advisers and senior management builds staff confidence and helps to address the high attrition rates typically associated with call centre environments.

Wooliston continues, "There are pricing issues in the insurance industry where low costs are needed to attract customers in the first place. Yet handling claims is the biggest cost. SupportPoint gives us an evolutionary approach which can link different divisions together, support employees fully, plus ensure learning is a priority here, even with the normal, prevalent cost issues. People who have viewed SupportPoint so far think it’s great. They can see how we can re-organise, simplify and get information across to everyone".

OCP and EDS, also working with Liverpool Victoria, pre-qualified 10 varying learning systems during the procurement. Each was specifically rated on a number of focus points, with New Wave Learning and SupportPoint receiving about 30% more points than the closest two contenders. "New Wave Learning didn’t just sell a system, they understood the business problems, plus their approach is very flexible. Not once have I heard one of them say something can’t be done. Their attitude has been particularly strong and mirrors our own," explains Wooliston. 

Colin Terry, managing director of New Wave Learning, adds, "Liverpool Victoria has a number of product specialists who know the business inside-out. However, ensuring their knowledge is passed through to every contact centre employee has previously been an onerous problem. SupportPoint will enable employees to learn differently. They will have correct information on tap to do their jobs more effectively, at their moment of need." www.newwavelearning.co.uk

About New Wave Learning Ltd 

New Wave Learning specialises in the provision of informal learning solutions. Its product portfolio combined with expert consultancy and professional services enable organisations to develop and deliver solutions that provide ‘moment-of-need’ knowledge & information. www.newwavelearning.co.uk

Press Contact for New Wave Learning
Kay Phelps, The PR Department
Email: kay.phelps@theprdepartment.net
Tel: 01932 789524; Mobile: 07710 043244