Energy Saving Trust
‘We were very impressed with the Cimex team who responded very well to the challenge of getting this learning resource ready in such a short space of time. Their analysis was insightful, their technical, design and content solution sound and we wouldn’t hesitate to work with them in the future,’ Project Manager, Energy Saving Trust.
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The Energy Saving Trust (EST) is a not-for-profit organisation funded by government under DEFRA and the private sector and aims to cut CO2 emissions and to achieve a sustainable use of energy.
Focused on offering information and guidance to householders, the EST works with the public, local authorities, supply chains and community groups offering information advice and guidance.
Microgeneration – customers generating their own energy – is an increasing priority area for EST and so commissioned Cimex to develop a customised call centre training and advice tool for staff.
Brief
The Energy Saving Trust commissioned Cimex to develop a dual-purpose training and on-call reference tool for approximately 500 EST advisors on microgeneration. The tool needed to equip advisors with knowledge about the different options and enable them to advise the public on appropriate options to best meet their needs.
Solution
Cimex put together an expert team of writers, designers and rich media specialists to develop an engaging eight-part online e-learning course designed to run over the EST extranet environment. It functioned as a training tool and a reference resource to use verbatim when taking customer calls.
Features:
- Key phrases: to educate advisors on microgeneration issues, Cimex reworked existing material on microgeneration into soundbyte led phrases which made learning faster and easier to retain, and which could be used with callers.
- Interactive animations: animated diagrams explained the complicated technology behind microgeneration options in a simple, meaningful and engaging way.
- Diagnostic toolkit: Cimex developed a set of key questions for advisors to use with callers to quickly ascertain a caller’s needs and recommend the most suitable option for them.
- Case studies: Cimex developed a set of case studies showing microgeneration in action which advisors can use for calls and cementing their own learning.
- Design: Cimex created an attractive design to fit in with recent changes to the client’s external website and present information in a clean, accessible format.
Visit the Energy Saving Trust’s website
