Case Studys | BCP Car Parks

DIALLING INTO CUSTOMER SERVICE AT BCP

BCP is the UK's market leader in providing travel services ranging from airport parking at 19 airports, hotel and theatre breaks to worldwide car hire and travel insurance

Bookings are made through the company's call centre in Crawley, West Sussex, and the one thing BCP needed to be sure of was that its call centre staff were fully trained to be able to handle the calls in a professional manner and provide high quality customer service.

BCP decided that the best way to ensure this was by working with TTC Training to provide a training programme that was tailored to its business needs and which also led to a nationally recognised qualification. In the three years since BCP introduced NVQ training courses for its call centre staff, 96 employees have successfully completed levels two or three. A further 28 are currently studying for the qualification, which includes training in areas ranging from telesales to customer service.

In recognition of the hard work that staff have to undertake in order to achieve their NVQs, the company rewards each person with a gift voucher.

Kim Thurloway, HR manager at BCP, says, "We are continually striving to provide professional training and development for our employees using both external and in-house resources. The NVQ programme has proved to be highly popular with our employees because it is a nationally recognised qualification which will be valuable for them in their careers.

"We also believe that our commitment to training has been instrumental in helping us to achieve the Investor in People award."