Optimum lines up an e-learning solution

Optimum Contact Solutions introduced an e-learning programme cost effectively to train hundreds of new users in its call-centre IT systems.

Training provider Atlantic Link developed a fully-interactive simulation of the IT systems, enabling staff to be trained at any time on a new training simulator. The initial system comprised more than 4,500 screens of software simulation.

Atlantic Link was the only company bidding that could complete the project in fewer than 12 weeks. Because of its production tools, it was confident that this challenging timescale could be met. Most competitors were looking at timescales two or three times longer.

The system proved itself within four weeks of live running. The highlights included:

• courses being delivered in two-thirds of the time taken before e-learning was introduced;

• learners “going live” in the call centres significantly earlier than previously; and

• learners being better prepared for the live environment, as the training replicates the actual screens and scenarios that they face on the job.

The Optimum project manager commented: “Atlantic Link was adaptable,flexible and patient with a demanding project manager. We knew we faced a huge challenge to implement the solution in such an aggressive timeframe. Not only did we achieve this, but also we had fun along the way and developed a high-quality training base. The real benefit for me was the software’s superior functionality that enabled us to become self-sufficient once the project closed down, together with the learning expertise that Atlantic Link was able to provide. We could not have achieved this without the partnership approach and the close working relationship that we developed.”

Optimum provides call-centre services to UK household names including Littlewoods and Shop Direct. Meanwhile, four further organizations – First Direct, Capita, Atradius and Flightcentre – have selected Atlantic Link’s remote-authoring e-learning tools.

Capita, which started with a list of 60 e-learning authoring tools,shortlisted five for full evaluation and selected Atlantic Link’s product suite.

First Direct has revolutionized its e-learning production process and boosted productivity by implementing Atlantic Link’s Content Point and Capture Point.

Atradius, the second-largest credit insurer worldwide, with an annual turnover of €1.3 billion, will use Atlantic Link’s tools to deliver IT training to internal and external customers.

Flightcentre plans to deliver e-learning to its 1,200 retail outlets around the globe, using a hosted solution on one of Atlantic Link’s servers.