BT provided a new Agent Desktop application and associated services for Emirates Airline call centres in Dubai, Mumbai, Melbourne, Johannesburg, Karachi, Manchester and New York.
They commissioned Walkgrove to develop a bespoke e-learning solution to help train 1,500 desk agents and their team leaders. Walkgrove despatched a team of consultants to Dubai to work alongside BT to scope and define the project.
The e-learning, which is delivered via Emirates Airline’s existing LMS, comprises 13 short modules which simulate the system and, to further reinforce authenticity, audio is used to represent the customer’s voice.
Walkgrove also worked alongside Emirates Airline internal staff to deliver train-the-trainer events for mentors.
What the client had to say:
“I have to say, Emirates are extremely pleased with your services and I would like to thank you for absorbing the cost over-runs.”