HS2 were keen to implement an element of applied learning into the training of its Helpdesk team, and insight6 worked in close collaboration with the Helpdesk manager to create a bespoke programme combining workshops, scenario roleplay and traditional training.
Project Overview
By the very nature of the project, HS2 has remained in close consultation with local communities and organisations throughout the progressing phases. One of the key communication channels is the HS2 Helpdesk. The team is often the first point of contact with a member of the public, and they respond to queries via phone and email.
HS2 partnered with Stuart Plant of insight6, Birmingham, to measure their performance against key KPIs- to be good neighbours and to deliver respectfully. The Helpdesk research identified areas where Helpdesk agents could be supported and benefit from upskilling.
Our Approach
Breaking the training into two phases - phase one focused on telephone responses and phase two, email – made the training very targeted and focused with clear and measurable results. When receiving calls, the Helpdesk team often need to unpick a query to provide the correct information, and sometimes – due to the nature of the project and divided opinions – they need to be able to defuse a situation and build rapport with a caller.
CX Solutions
insight6 designed detailed roleplay scenario training sessions to instil confidence in the team to answer tricky questions with authority whilst retaining a warm and empathetic manner. Further sessions were designed to improve listening and questioning skills, develop rapport-building and empathy skills and provide guidelines on handling a potentially difficult situation.
Outcomes
Following the application of the Helpdesk team training, measurement and improvement recommendations, the HS2 helpdesk team members provided an even more engaging, empathetic and skilled response to queries.
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