Learning Academy Box Sets

Take the opportunity to gain accreditation in a specific subject. Our Box Sets are groups of related modules that help you focus your learning. The full box set cost includes your accreditation. To complete accreditation, you need to watch all the modules and complete this form to describe what you have taken from the modules and how you have applied these in your role.
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2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

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Discover how a group of talented people have been energised by university accredited Learning Academy, part of a wider transformation that’s delivering vital business benefits at InterCall, the world’s largest provider of conferencing & collaboration. The management team demonstrate how you don’t need a big budget to bring strategy to life. The 2020 Vision has engaged teams in ‘breaking the mould’ around three ‘rings’: People, Quality & Customer. All initiatives & changes are rigorously assessed for strategic fit, using the new IMPACT tool. The change in culture is delivering exceptional customer experience and InterCall has seen record-breaking performance in 2015. NPS rose to +51 in the peak period, over 90% of inbound channels exceed service targets consistently each month, employee satisfaction is up 35% & external staff attrition dropped 15%.

Key Results

Cost to Serve down 16%
ESAT up 35%
NPS +51 in Q4
98.5% quality for all of 2015
40+ graduates of University Accredited Learning Academies since 2014
External staff attrition cut by 15% in 2015

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