Npower puts energy into employee training

Utility using interactive systems to train staff

Npower to encourage employees with improved IT training

Gas and electricity supplier Npower is using interactive learning technology to train frontline data services staff and improve employee development.

Training and communication were cited as key areas of improvement in a survey of Npower’s 500-strong data services team.

In response, Npower has incorporated Promethean’s interactive whiteboard to improve knowledge transfer in IT training and soft skills. It has also introduced audience response system Presentavote to improve team briefings and delegate participation.

Ian Mason, data services business support manager at Npower, says the company wants to ensure consistency in its training and keep staff happy. ‘If staff are engaged, they are more likely to engage the customers,’ he said.

Using individual handheld keypads, data services staff can instantly present feedback to multiple choice and yes-no-style questions when using the system in team briefings or training.

Results can be displayed either with names or anonymously to ensure the best possible evaluation of the information.

Mason says the anonymity function of Presentavote helps Npower gauge staff’s real opinions about the company.

‘The feedback function can ensure 100 per cent participation,’ he said. ‘With paper-based feedback some people do not respond and you cannot tell until it is too late. Now responses are immediate.’

In a typical training session, the Promethean interactive whiteboard displays and interacts with database content.

This allows trainers to show new staff how to use the system, and update team members on developments.