Transport for London - Clients - University of Derby

Transport for London

Transport for London

Transport for London enlists our help for a specialist course

“I was particularly impressed by University of Derby Corporate’s level of knowledge and understanding and by the fact that they tailored the course to my particular needs. As a result of this course, the team is now more productive, efficient and reactive.” 
Simon Holloway, Contact Centre Hub Manager, Transport for London

When Transport for London, the high-profile body responsible for the Capital’s transport system, needed a specialist course for its call centre analysts, they turned to us.

Their brief

Transport for London operates several busy call centres, which deal with a wide range of customer enquiries, from buying oyster cards to finding lost property.

Analysts have the challenging job of managing the workload for these call centres, but all their training had been on-the-job. TfL felt these analysts would gain confidence and additional skills by understanding the theory behind what they do. The organisation also wanted these employees to take ownership of their own professional development.

Our solution

We developed a bespoke programme that was tailored to the needs of these specialist roles: Certificate of Applied Professional Development: Contact Centre Operations (Level 4).

It included 7 interactive half-day workshops:

  • An introduction to work based learning
  • Time management
  • Influencing and persuading
  • Collaboration and team working
  • Principles of forecasting and scheduling
  • Crisis and crisis communication
  • Managing change.

During these sessions, learners were encouraged to share ideas and experiences, challenge and ask questions, and use their day-to-day work to drive their learning.

Afterwards, learners reflected upon and applied what they had learnt by completing activities on an online learning platform. They also had support from a tutor by phone or email.

“Our tutors were fantastic and the interactive tasks were a great idea. The course has enabled me to review how I deal with situations in my department, and showed me how I can develop within my role.”
Cassandra Bruce, Intraday/Forecasting & Scheduling Analyst