Context
Due to the opening of the Walloon energy market and the recent merger with another energy company, the client base has increased significantly and the workload for the customer service department increased accordingly. The training team within the other energy company delivers training in order to keep all customer service employees informed of all changes and to train new employees.
Need
The quality of the delivered training had been regularly disputed, the content of the training was not designed by the technical specialists and the trainers were not familiar with the job content of the target audience. In order to manage this big training need, a good training process and organisation is needed enabling a fast and high-quality training service.
Solution
To reach the objectives set forth by the other energy company, Quasus conducted the following steps:
* Gathering all input via interviews of several stakeholders (incl. all different locations);
* A proposal for the new approach and organisational design for all stakeholders;
* 1 integrated central training centre (training academy with training portfolio);
* Redesigning customer service organisation Retail training process;
* Designing the internal communication plan;
* Leading the implementation of all above steps.
Client benefits
Quasus designed and implemented a complete new organisational centralised structure for delivering training to the employees.
