Case Study: RWE npower achieves rapid compliance training and higher customer satisfaction with Skillsoft

RWE npower - Customer Case Study

RWE npower, a leading UK energy supplier, faced an urgent compliance challenge when 29 new standard operating procedures for customer enquiries were introduced. To avoid regulatory sanctions and protect market share, the company needed to train about 750 call-centre and additional home-based staff quickly and effectively — not as a tick-box exercise but as meaningful, demonstrable compliance.

Using Skillsoft’s Custom Content Developer, RWE npower rolled out online SOP modules on the Skillport platform so staff could complete training flexibly at work or home, with centralized monitoring and reporting. As a result 637 people opted to learn in their own time, satisfaction exceeded 90%, and within three months customer satisfaction scores improved enough to move RWE npower up Ofgem’s performance league — with the program continuing to expand.

npower

Lesley Blower

Learning Resource Manager