Merchants

The RPL program – A Merchants and ADCORP initiative.

RPL programme has been in operation since March 2008 has been a very useful and a well received practice with a wide range of benefits to the operation, as well as the learners within the programme.

The outcome from an operational aspect can be best observed in terms of the high levels of performance which the learners/agents deliver when compared to come of their more tenured colleagues who are not part of the programme; this is largely derived from the fact that the programme support and administration team provide a constant presence and create a supportive environment which fosters sustained performance as well as ongoing improvements in performance.

We have seen several students grow and develop to the point that they are ready to take on even more challenging and complex roles within the operation. It has been a great opportunity for the organisation and the individual to be able to unlock talent, which would have otherwise remained unknown to our operation and these opportunities may not have been exposed to the learners otherwise.

The programme has added measureable value in the areas of productivity, quality, and customer experience metrics, these are clearly measureable and through close analysis it is plain to see that the programme has certainly contributed to the success of the operation.

We have also noticed a very clear distinction in the general behaviour and attitude of the learners/agents, which in many instances outperforms certain groups of our tenured team members who are not part of the programme; this indicates a very high degree of dedication from agents who are on the RPL programme.

It is my view that in the absence of the RPL programme, which has been professionally, managed by a very supportive group of programme management, support and coordination staff would not have been able to boast some highly notable successes within this operation. This has led to an even stronger relationship with our client being one, which has allowed us to add value to their business and customer base.

Gerald Terblanche, Business Operations Manager, Merchants – a Dimension Data Company

Old Mutual

I am writing this letter of recommendation in support of Adcorp Learning Solutions (ALS) for the Annual BPO Awards.

Old Mutual Activate has been involved with ALS, previously known as Quest Learning Institute (QLI) for the past 4 years. During that period we worked very closely with them in the on various business imperatives initiatives that not only benefited Old Mutual Activate but the individual learners with transferable skills and qualifications. As a result, Old Mutual Activate as become a learning organisation.

The demonstrated value add of ALS has truly made them business partners in the space of training and development.
They are highly dedicated professionals who understand our business operating model and have adapted the way they do business to ensure that our every changing business needs are met. Their customized training solutions has added value to our business by ensuring that our employees are skilled to contribute to high performance culture of our business.
In addition to the Recognition of Prior Learning (RPL) programmes they facilitated, ALS has taken the relationship with Old Mutual Activate to the next level by inviting us as partners for the BPeSA learnership initiatives. This initiative allowed OMActivate to contribute to the growing demand of skilled development in our country as well as cost saving to our business in these ever trying times.

In closing, it is with sincere conviction that I enthusiastically recommend that ALS be selected as a recipient of the Annual BPO Awards.

Janine Dindar, Human Resource Manager, Old Mutual Activate

Old Mutual

I just wanted to share some feedback with you with regards to the last intake we had in our Customer Retention Unit. The up front training these learners received truly showed the common understanding your company has of our business.

Previously when new consultants enter our business, they embark on a 4 week intensive training programme in order for them to be fully competent to go live in our operational environment. With the customised training intervention that took place prior to the learner starting at OMActivate, our in-house training programme only need a week’s upfront training on the technical aspects of the role that they are currently fulfilling.

This resulted in the in the learners becoming productive 3 week prior to the initial “go-live” date, making the service delivery of the Customer Retention Unit’s to their external client efficient and effective.
The demonstrated value add of ALS has truly made them business partners in the space of training and development.

Shafeeqa Dollie, Human Resource Consultant, Old Mutual Activate