CS Holdings has enhanced the client services of Absa Brokers Electronic Delivery (ABED) by providing much-needed computer training to the staff of its client contact centre. Absa Brokers deals with all the short-term and life insurance requirements of Absa clients. ABED is a business unit within Absa Brokers which caters for all client services delivered to short-term insurance clients.
"The unit was recently expanded to include telesales to provide clients with a choice of channel when dealing with Absa Brokers," explains Janneke Joubert, fulfillment co-ordinator responsible for client services nationwide at ABED. "Telesales are delivered from our Client Contact Centre in Kasteelpark, Pretoria, and fulfillment from the same contact centre as well as various regional offices and service points throughout the country."
ABED requested a customised computer training package from CS Holdings. "We did approach other training providers but they were unable to deliver a customised package within a reasonable timeframe, and their costs were not as reasonable as that of CS Holdings," says Joubert. My experience has shown that it is not effective to send all staff members on readily available generic courses. I wanted a training package that would contain all the specific elements directly related to the work of our employees. Additionally, I felt strongly that the course should integrate the various software packages we use to enable our staff to use these in conjunction with one another. CS Holdings have been extremely helpful and efficient in compiling a training package that satisfied these specific requirements."
Joubert firmly believes that computer training should enhance the productivity and efficiency levels of employees in their specific working environment. "Consequently, I wanted all the case studies used in the training to be examples taken from the staff`s daily activities. I also wanted the course to be presented over an extended period, with sufficient time between classes to enable the staff to put into practice what they had been taught."
CS Holdings set to work by first carrying out a thorough skills assessment among the contact centre employees. "Because they work in a contact centre, we understood that they do not have the time to spend several days at a training facility," explains CS Holdings project manager Heidi Kruger. "Consequently, we customised the course to last only three days, and only focused on the skills they specifically needed in order to perform their work efficiently. We also compiled a manual which covered these requirements. The course covered Windows NT, Word 97, Excel 97, Internet, Right Fax and Lotus Notes."
The staff were divided into three groups and each group attended a course one day a week, over three weeks. "In this way, they were able to implement what they had learned, and then discuss any problems that arose at the next class," says Kruger.
On completion of the training the students wrote a formal assessment test (at ABED`s request), of which the pass mark was 70%. Kruger reports that most of the students passed with flying colours.
According to Joubert, the efficiency levels of the contact centre staff have definitely improved since completing the training. "I have arranged a special post-assessment after three months to confirm this," she adds. "We have since sent another 48 people on the same course and have decided to make this training compulsory for all employees who use a computer in their daily work activities. This includes our staff in the various regional offices."
" I am happy to say that the co-operation and experienced from CS Holdings in meeting our requirements has exceeded my expectations and I will certainly recommend their services to anyone," Joubert concludes.
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CS Education Solutions, a division of JSE-listed CS Holdings, is one of the largest providers of high-quality, customised, and accredited IT education and training solutions to corporates and end-users in the Southern African region.
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