A need to upskill new managers As one of Britain’s largest water companies, Severn Trent provides over eight million people across its region with water every day. So, its call centres need to be ready to service the enquiries of this massive customer base, led by a group of Customer Contact Leaders across the business. […]

Challenge The main challenge the team faced was to find ways of making the tasks to be carried out in the virtual world sufficiently comparable to tasks required to be carried out in the real world, ensuring the training impact was measurable when employees were actually out in the field doing their job for real. […]