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A legal sector client won a government contract for third party debt collection work and they needed to quickly establish a team to do the work but needed to ensure that the team had the training to comply with both the client's requirements and the Office of Fair Trading Guidance on Collections.
We did an audit of existing training materials used by the team and identified those areas where additional training would be required to fulfil the expectations of the client. We designed a series of learning modules in these areas, including handouts, learning assessment sheets and trainer notes. We worked with the in-house trainer and subject specialists so that they could continue to deliver the materials for the new team members. The materials were inspected by the client during a site visit and they were impressed with the level of detail and the commitment to ensuring that employees would be complying with their requirements for this type of collections work. Our client was one of only two organisations that retained the outsourced collections work. |
Case studies