Our very first contract – a big success and a great partnership. We were asked to support BT Wholesale Markets in their roll out of the Institute of Customer Service Professional qualifications. The objectives were to help the company obtain Approved Centre Status and to become self-sufficient in rolling out the qualifications programme across all UK locations.

We designed and facilitated the workshops that launched individuals onto the qualifications in groups. We also ran coaching courses supplemented by follow up observation sessions back in the workplace to train, coach and launch the coaching network. Our contract ran for two years by which time over 200 people were involved in all three qualifications. The company was able to operate the qualifications independently in 9 different locations.


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