How we helped energy provider Pure Planet, a new challenger in the highly competitive Energy sector, establish a strong reputation for service by providing quality training to its advisors. In 2017, Pure Planet launched a unique new app-based mobile business model, offering wholesale energy prices to members for a fixed monthly fee. The company provided 100% clean, renewable electricity and 100% carbon offset gas.
Pure Planet’s training material initially focussed mainly on processes, while soft skills and call handling were limited.
Customer Service advisors needed to get up to speed quickly in order to secure early positive reviews, but Pure Planet did not have the internal resources required or the experience to deliver training.
Pure Planet approached Sigma to see if we could help given the experience of our dedicated L & D team.
Sigma developed a bespoke and comprehensive training package designed to cultivate confident experts. One week’s training was delivered for each group of advisors by Sigma’s energy expert trainers at Pure Planet offices, which featured role plays and case studies, amongst other fun and interactive ways to provide learning. Advisors were trained in a wide range of areas, including an introduction to the energy sector, billing processes, customer services skills, collections and complaint handling. We remained on site for a further week to embed skills and provide coaching. We also provided access to a follow-up ‘Advanced Energy Academy’ in order for advisors to build upon skills.
Capitalising on the training provided by Sigma, Pure Planet customer care advisors were independently recognised as helpful and knowledgeable, as is evidenced by the company’s excellent Trust Pilot score of 9.2. Following a competitive tendering process, Sigma then became Pure Planet’s outsource partner, providing a white-label products for all customer service and collections activity.