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Training helps Merlin to build service centers from scratch Award for program that seals a new company strategy

Training helps Merlin to build service centers from scratch Award for program that seals a new... Purpose – Describes how award‐winning training helped Merlin Claims to build two service centers from scratch. Reveals that, after only 15 months, they were delivering service hailed as market‐leading. Design/methodology/approach – Details the background to the training, the form it took and the results it has achieved. Findings – Explains that 21 of 26 trainees completed the course, at a cost of £96,000 in staffing costs and £500 on materials. Practical implications – Reveals that the program helped to cut indemnity spending by up to 20 percent and reduce the length of time taken to resolve claims. Social implications – Highlights the response of a company operating in an industry under pressure during recession to save money and reduce the time taken to handle claims. Originality/value – Provides a case study of a company with a strong commitment to people development and a clear alignment of learning and development strategy to business goals. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Resource Management International Digest Emerald Publishing

Training helps Merlin to build service centers from scratch Award for program that seals a new company strategy

Human Resource Management International Digest , Volume 19 (5): 3 – Jul 19, 2011

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0967-0734
DOI
10.1108/09670731111153311
Publisher site
See Article on Publisher Site

Abstract

Purpose – Describes how award‐winning training helped Merlin Claims to build two service centers from scratch. Reveals that, after only 15 months, they were delivering service hailed as market‐leading. Design/methodology/approach – Details the background to the training, the form it took and the results it has achieved. Findings – Explains that 21 of 26 trainees completed the course, at a cost of £96,000 in staffing costs and £500 on materials. Practical implications – Reveals that the program helped to cut indemnity spending by up to 20 percent and reduce the length of time taken to resolve claims. Social implications – Highlights the response of a company operating in an industry under pressure during recession to save money and reduce the time taken to handle claims. Originality/value – Provides a case study of a company with a strong commitment to people development and a clear alignment of learning and development strategy to business goals.

Journal

Human Resource Management International DigestEmerald Publishing

Published: Jul 19, 2011

Keywords: Training; Insurance industry; Contact centres; Awards; Human resource development; Customer service management

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