Customer Relationship Management, Criminal Records Bureau
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- The CRB, an Executive Agency of the Home Office, was established under Part V of the Police Act 1997 and was launched in March 2002.
- The service provides wider access to criminal record information.
- This enables organisations in all sectors to make safer recruitment decisions by identifying candidates who may be unsuitable for certain work.
What did our client need?
- Our client wanted to implement an efficient Customer Relationship Management system.
- We worked with HR and training departments throughout the Criminal Records Bureau and thirty-four associated regional police forces.
- Our client’s trainers had a wealth of knowledge, but worried about the transition to a new culture.
How did we help?
- We worked alongside IT to create the right training environment for implementing the CRM system.
- The project adhered to PRINCE2 methodologies.
- We supported the telephony training package design, in line with the chosen IVR system, and scripted the voice recognition software.
Our training involved:
- Basic and advanced customer care skills;
- Processes and procedures (including procedure writing);
- Legislation and regulation; and
- Systems and telephony training.
What challenges did we face?
- Managing the project for thirty-four police forces.
- A logistical analysis revealed the best training options, including venue and training channels. We also designed a ScreenCam as a contingency plan for the system training.
- Taking the project forward.
- We handed the training over to internal teams. This involved extensive ‘train the trainer’ activities and shadowing.
What benefits did our client gain?
- Evaluations recorded high satisfaction levels.
- Each staff-member was comprehensively trained prior to ‘going live’. Our client asserted that we had the most complete project plan of any strand.
- All training systems remain in place for future use.
- There is now a close link between recruitment drives and training plans.
- We have also embedded customer care skills.
- The planned interface between CRB and regional police forces was able to go ahead.
Contact
- Andrea Metcalf, Director of Training and Outplacement; or
- Laurence Hoefkens, Director of Business Development
- 0870 890 9882
- enquiries@wayshrc.com
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