International Card Services: Time is the greatest benefit of e-learning for ICS!

International Card Services (ICS), known from, for example, VISA, has recently developed a new service: the 'Personal Service Line'. The cardholder can arrange certain issues himself or herself 24 hours a day such as requesting a current balance, transferring amounts to his or her (Postbank) bank account or increasing his or her credit limit with this service.

If a request cannot be processed automatically, the cardholder will be further assisted by an ICS service employer. This employee must know how the service works and why the cardholder has been passed on to ensure that this employee can quickly provide further assistance. Effecta Learning has developed an e-learning application for this.

High quality of learning

Martina Honingh is given the floor (ICS, Quality and Training): "We consciously choose to use e-learning because a large group of employees can be trained in a short space of time. It is, moreover, important that, for example, telephone availability is not compromised. Training large groups simultaneously was, therefore, not an option."

"Time gains have been the greatest benefit in relation to this project. Many individuals have gone through the module in a short period of time at their own pace. We could have never done this using a class-based training course," says Lilyan Vendrig (Quality and Training Manager). In the meantime, 106 students have followed the training and the average score obtained has been 80.6%. This score shows that the quality of learning is high.