How did TAP help to support a business aiming to triple its sales within 5 years? That was the ambitious target set by LV=, the UK's largest Friendly Society with more than one million members. It also needed to offer excellent customer service and wanted to create an empowered and people focussed culture. The TAP Training Accreditation Programme from The Training Foundation, has one simple objective – to enable the professionalism of Learning and Development. As the LV= training team grew from 6 people based in Bournemouth to a nationwide team of 32, they chose TAP to develop and support the team into the success story it is today. Let’s look at why and how this partnership was so effective, leading to the team winning “Customer Service Training Team of the Year” and many other awards. In 2007 LV= began a huge improvement plan to help to become a top five insurer by 2012. This presented a major challenge to the training team as they needed to help the contact centre meet these objectives. Some trainers had little formal design experience, and as the team grew it needed support, a consistent approach and constructive feedback. They needed a development solution that could grow with the team, was flexible and job-specific, and could be delivered on demand.
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2016; TAP WINS SECOND QUEEN'S AWARD FOR INNOVATION - for the Quality Assurance of L&D