Exponential-e win double at Princess Royal Training Awards 2020
Exponential-e's commitment to its employees' ongoing development was acknowledged for the second year running at the Princess Royal Training Awards (PRTAs), with the Engineers Customer Service Programme and Sales Academy Apprenticeship both receiving awards. The PRTAs acknowledge organisations across the UK that have achieved tangible commercial outcomes through the implementation of innovative training and skill development programmes.
The Engineers Customer Service Programme was implemented to provide Exponential-e's engineers with an opportunity to develop their customer service skills through in-depth exploration of the call cycle, proven techniques for troubleshooting and building empathy with customers, and note-taking techniques that will support ongoing improvements in service quality. Utilising a combination of classroom learning and online training, followed by regular evaluations from the L&D team, more than 120 engineers took part in the training, helping boost Exponential-e's net promoter score from 28 to an industry-leading 72.
The Sales Academy Apprenticeship was designed to develop new sales executives and business development managers from within internal teams, minimising the need to recruit externally, and providing apprentices with a clear development path for their future sales careers. Since the programme's re-launch aligned to an apprenticeship in 2018, it has produced nine high-performing sales executives, all of whom have completed eight weeks of intensive training - including both online modules and face-to-face product training - followed by an assessment, with six passes and three distinctions to date and no retakes required. Not only has this improved sales teams' overall performance, it has also opened up a wider talent pool from which to draw and strengthened Exponential-e's commitment to acting as an equal opportunity employer.
Sarah Gray, Exponential-e's Head of HR, commented:
"Our Leadership & Development team play a key part of Exponential-e's evolution. We aim to not only recruit the best people, but provide them with the tools they need to achieve their full potential, which requires our L&D specialists to work closely with stakeholders throughout the company to identify new opportunities for improvement, then design and deliver tailored courses that meet those challenges. Being recognised at the PRTAs two years in a row is a testament to the quality of their training and the difference it has made to both employee wellbeing and our customer experience, even throughout COVID-19. We're already looking forward to next year!"
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