Protocol Default Presentation

Welcome to Protocol Consultancy Services Academy of Training – Birmingham

PRESENTATION TO

SECURE TRUST BANK T/AS MONEYWAY

Customer Service Apprenticeship Opportunity3rd March 2011

About ProtocolEstablished 1996 – undertaking training & consultancy, government funded and commercial work

Grade 1 Outstanding Ofsted Provider & Beacon StatusAchievements include EFQM – Small Company Award 2002 & 2009 IIE ( Investors In Excellence) , IIPTQS (Training Quality Standard) Matrix)City & Guilds Medals of ExcellenceRaised £70,000 for RCLCF

AIM HIGH, ACHIEVE MORE FOR ALL

Our Qualifications

Wide range of QCF qualifications including:-

ILM Leadership and Management & Team Leading

Skills for Life (Numeracy and Literacy) & Key Skills

Business and Administration - Level 2 and Level 3

Information Technology – Level 2 and Level 3

Customer Service – Level 2 and Level 3

Apprenticeships and Advanced Apprenticeships

Our Delivery Model On and Off Job Training with work study plan

6 - 9 months to complete Apprenticeship

Monthly assessments and 8 weekly reviews on site

Virtual learning environment - Moodle

On line portfolio – Mahara

Latest QCF units, credit values and guided learning hours

Blended learning option tailored to employer requirements

Our Virtual Learning Environment

What is involved in an Apprenticeship…

Customer Service Key Focus Areas of Customer Service:

Effective CommunicationA Positive Customer Friendly AttitudeTeamworkConfidenceFlexibilityProblem SolvingQuality DeliveryCustomer FocusGoing the Extra Mile

Customer Service Level 2Secure Bank Model (Example) – Based around Job Spec and KPI’s

Mandatory Units Level Credits GLH

101 Communicate using customer service language 1 4 30201 Follow the rules to deliver customer service 2 4 30

Optional Units

203Give your customers a positive impression of yourself and your organisation 2 5 33

216Use questioning techniques when delivering customer service 2 4 27

105Recognise and deal with customer queries, requests and problems 1 5 33

221 Develop customer relationships 2 6 40

Totals 28 193

Costs and Resources•Minimum Apprenticeship Salary

•£95 per week - (£110)•£2.5 per hour•30 hour week

Training for Free (Cost of exams) Government requirement 50% contribution from employers

Travel Expenses (Optional)

Recognised time to train and attend off the job(Minimum of one day per month)

Ofsted Feedback The overall effectiveness of the provision is outstanding The inspection team had a high degree of confidence in the reliability of

self-assessment process The provider has demonstrated that it is a good position to maintain the

high quality of provision

Strengths Excellent framework success rates Very good development of skills and knowledge Particularly good co-ordination of on- and off-the-job training Particularly effective assessment and verification practice Very good use of workplace mentors to support learners

Employer Feedback"As an organisation we have developed a true partnership over the last ten years, with Sue Tipton and Protocol Consultancy Services. They have become our preferred training supplier, working alongside our Thomas Cook in House training initiatives.

We have worked with Protocol to pilot new training qualifications that have assisted in staff development and career progression. We have been particularly pleased with the flexibility, professionalism, reliability and high quality standards portrayed by Protocol. They have helped us achieve Investors in people and reaccreditation, which we consider added value in the relationship. "Steve Fenton -Thomas Cook Direct.2008

Employer Feedback• KweenB

“It was important to our company that a training provider offered a professional friendly service as well as understood our requirements with regards to our staff development. Protocol Consultancy Services offered that service. We found them to be adaptable, offered support, advice and guidance and they delivered our requirements”. December 2010

• Wave Training“We are very please with the professionalism, time, commitment and flexibility afforded by Protocol to our staff over the last 18 months. They have worked well with us to meet our goals and develop our staff.”

Jan 2011

Net Promoter Score results Number/%

Number of customers refusing to score the provider 0Percentage of customers classed as “Detractors” (0 – 6) 5 %Percentage of customers classed as “Neutral” (7 – 8) 5 %Percentage of customers classed as “Promoters” (9 – 10) 90 %

Customer Satisfaction• Learner feedback

We choose Protocol because:• "the courses are intense, and a good quality and they have a great team!" Laura Gosling - BPP• “Protocol is leading the way!”

Kelly Miller TCD• "Why choose the rest when you can have the best."

Annie Betts – Travel House• Understanding, Hardworking and a loveable team!"

Kara Flett Timelinx

At Protocol we value the learners voice and opinion. At the end of each session, learners are asked to complete a Training Evaluation Form. The chart above displays their overall satisfaction from the past 6 training sessions of the new QCF Customer Services Level 2 group.

Num

ber

of Q

uest

ions

Ask

ed

Laura Jackson

Your ResponsibilityCommit to support the

Apprentice

Provide development opportunities

Assign a mentor/buddy

Allow Apprentice time to train

Work in partnership with Protocol

Our Responsibility

Commit to support the Apprentice and Mentor

Provide Information, Advice and Guidance and progression

Deliver interesting training

Work in partnership with Employer

Deliver our promises

Make a difference

What we are good at in ....

Added Value – Why Protocol?Local, Flexible, Credible, ProfessionalTrack record in effective and enjoyable delivery Fastrack Sign Up Service and IAGExisting Apprentices looking for opportunitiesVacancy Matching Service - processingMeasure the impact of our training

We also include Equality and Diversity, Safeguarding, & Health and Safety Training for learners and mentors

Dedicated Customer Relationship Manager and point of contact – Mary Baxter – phone and e-mail

Dedicated tutor/assessor – name contact.......Return on Investment - WE WILL DELIVER!

Thank You

Any Questions

Food for Thought - How High Can you JumpFlea trainers have observed a predictable and strange habit of fleas while training them. Fleas are trained by putting them in a cardboard box with a top on it. The fleas will jump up and hit the top of the cardboard box over and over and over again. As you watch them jump and hit the lid, something very interesting becomes obvious. The fleas continue to jump, but they are no longer jumping high enough to hit the top.

When you take off the lid, the fleas continue to jump, but they will not jump out of the box. They won't jump out because they can't jump out. Why? The reason is simple. They have conditioned themselves to jump just so high. Once they have conditioned themselves to jump just so high, that's all they can do! Many times, people do the same thing. They restrict themselves and never reach their potential. Just like the fleas, they fail to jump higher, thinking they are doing all they can do.

We help everyone to Aim High and Achieve More