Case Study: White & Whistle Ltd's 24/7 Call Centre Service and Innovative HR Approach

In this case study we will discuss about white & whistle ltd and below are the summaries point:- White & Whistle Ltd is a 24/7 call center provider based in Central Scotland. The company offers a high-quality service and emphasizes on employee retention and development. Four business objectives have been set for the company, including improving employee retention, implementing one-to-one meetings, increasing team leaders' abilities, and maintaining a positive employee environment.

Scottish Qualifications Authority
Assessment Support Pack/HA13 34/ASP001 (First Edition)
Continuous Workforce Development
1
April 2016
Case study to be used for Outcomes 2 and 3
The company, White & Whistle Ltd, is a private sector company, acting as an
outsourced call centre provider representing large companies who don’t want to
provide that service for themselves. Based in Central Scotland, the company prides
itself on achieving exceptional service levels, and exploiting cutting edge technology.
The company encourages a team-based approach to meeting its demanding targets
for response rates and for solving problems.
The company has been operating for 10 years now, steadily expanding its business.
The originators of the company were conscious of a gap in the market for sales and
service support and, with the aid of inward investment from the Scottish government,
have developed a highly successful organisation.
Central Scotland has a reputation for high levels of unemployment with the potential
workforce tending to be low skilled and with higher than average representation
among disadvantaged groups — disabled workers, migrants and workers with a low
employment expectation due to a poor social background.
White & Whistle Ltd has a reputation throughout the industry for its innovative
approach to Human Resources. The employees number around 200+ with generally
low attrition rates due to good team leadership and a clean and spacious working
environment. The organisation structure facilitates a supportive, enabling culture,
where people feel valued as a key resource and have access to a wide variety of
training and development to meet their needs and business needs.
The company has four business objectives in this year’s Corporate Plan, relating to
Human Resources, which have to be achieved within the next two years:
Goal: to improve employee retention even more thus reducing recruitment and
training costs
Business objectives
Mission statement
White & Whistle Ltd offers a unique 24/7 call centre service that keeps client and
customer satisfaction as the first priority. We aim to act with integrity and
professionalism for all our clients as we interact with their customers, offering them a
high quality, price-competitive and consistent service.
Our 180-seat call centre is state of the art and provides our staff with a modern,
spacious and inspiring place to work.
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Scottish Qualifications Authority
Assessment Support Pack/HA13 34/ASP001 (First Edition)
Continuous Workforce Development
2
April 2016
Managing
Director
Finance
Director
Human
Resource Manager Sales Director
Finance
Manager
Administration
Manager
HR Advisors (2)
Trainers (2)
Sales Area
Manager
Accounts Staf
(3) Admin Staf (6) HR Admin Staf
(2)
Team Leader
New Business (4)
Team Leader
Customer Relationships (5)
Sales Care
Operatives (70)
Customer Care
Operatives (110)
 To develop and implement a training programme that details new recruit activities
for the first 90 days on the job.
 To implement one-to-one meetings with employees in an effort to build rapport
and find out any issues.
 To increase team leaders’ ability to motivate and build strong team ethos across
the organisation.
 To maintain a productive and positive employee environment or culture which will
reduce employee turnover in identified areas.
The company’s approach to its workforce is reflected in its desire to increase its
accreditation level of the Investors in People Standard within the next year. The four
business objectives aim to not only improve retention rates but to develop the
workforce further and achieve the next level of IIP. Employees require to be upskilled
in new technology and all supervisors, old and new, require to improve their
motivational and team leadership skills.
Organisation Chart
White & Whistle Ltd
End of case study
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Assessment 1
20 APR 2020 12.15PM TO 3.15PM
Outcome covered 1
Assessment instructions
Learners will need to provide evidence to demonstrate their Knowledge and/or Skills
for this Outcome in the following forms.
You are asked to produce a written/oral statement on the subject of continuous
employee development (minimum 500 words).
You will state a minimum of five benefits to the organisation of its implementation.
The statement will evidence your research into the following topics:
 concept of the learning organisation
 concept and objectives of continuous development
 principal training strategies
 the responsibilities of individual employees, line managers, training staff and
senior managers to endorse continuous employee development.
Assessment 2
Outcome covered 2
Assessment instructions
Learners will need to provide evidence to demonstrate their Knowledge and/or Skills
for this Outcome in the following forms.
This assessment is based on the given case study of White and Whistle Ltd. This
case study includes the philosophy of the organisation incorporating the organisation
requirements and business objectives which demonstrate the company’s
commitment to training.
Use the information contained in the case study to assist you. You may make
whatever assumptions you wish about the company provided these do not materially
alter the fundamental basis of the case study. Please state clearly any assumptions
you do make.
As the HR Manager of White and Whistle Ltd you have been asked by the HR
Director to develop a Training and Development Strategy for the company for the
next two years.
You will produce the training and development strategy, written or oral within a
minimum of 1,000 words.
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 This training and development strategy will:
— identify training/development needs of individuals, groups and the
organisation as a whole linking these to the timescales of the
business objectives
— identify the resource implications of meeting the training/development needs
— propose how training responsibilities should be allocated across
the organisation
— make at least two recommendations that will ensure the training and
development goals will be achieved
 You will also produce a commentary (minimum 750 words) also based on White
and Whistle Ltd, which will:
— summarise the role of the skills development agencies supported by
local Government and the implications for the organisation
— describe at least three current national training initiatives and their value
to the organisation
— incorporate the role of training providers and educational establishments
as well as the function of vocational bodies and professional bodies in the
training and development of employees in the company
 .
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5
April 2016
Assessment 4
Outcome covered 4
Assessment
instructions
Learners will need to provide evidence to demonstrate their Knowledge and/or
Skills for this Outcome in the following forms.
You will plan and produce a written evaluation strategy for the training
programme produced in Outcome 3 to describe how the programme will be
evaluated.
The evaluation strategy will measure:
 the extent to which the objectives of the programme have been met
 the reaction of the delegates to the programme and its content
 the associated costs with regard to the financial viability of the programme
 the perceived benefits to the organisation and whether the programme is
a worthwhile proposition for future training
The evaluation strategy will include an explanation of the choice of evaluation
methods and materials selected to gather the information required for the
evaluation of the programme.
The timescales involved in the evaluation process will also be explained.
Product evidence will include one example of each of the evaluation materials to
be used.
Learners will also write a short paragraph (500 words) explaining the
evaluation theory/ies used to guide the production of the evaluation strategy.
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