Off the shelf e-learning - Contact Centre catalogue
The Contact Centre e-learning catalogue from Learning Pool is specifically focused on contact centres, and we aim to ensure your teams are empowered, with the right learning at the point of need, to deliver brilliant customer service time and time again.
- Smart catalogue for microlearning and performance support
- Growing list of titles by experts in contact centre management
- Designed for use on multiple devices
- Completely editable and ready to be personalised in minutes
- Available anywhere and can be used on any LMS
- Content can be extended by your experts
- Multi language support included
- Online training provided through Learning Pool Academy
- Unlimited support for administrators
- SCORM compliant
- All tested in our own contact centre to confirm effectiveness
- Fully compatible with our Headstream LXP for best user experience
- Ready made solution to meet compliance and skills training needs
- Content ready in minutes to address L&D challenges
- Address training requirements around core training needs
- Designed to complement face to face training
- Engaging and visually compelling content
- Easy to rebrand with your corporate identity
- Extend the content with your important messages in minutes
£5000 to £35000 per instance per year
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
Learning Pool Ltd
0207 101 9383
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Service constraints||Our off the shelf catalogues are SCORM 1.2 compliant, therefore the organisation would require an LMS that is compatible with SCORM output.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Cases are subject to established service levels: Level 1: Response within 30 minutes, Level 2; Response within 1 hour, Level 3: Response within 6 hours, Level 4: Response within 12 hours. Our helpdesk is open 7 days a week.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), 7 days a week|
|Web chat support||No|
Cases are subject to established service levels:
Level 1: Response within 30 minutes
Level 2: Response within 1 hour
Level 3: Response within 6 hours
Level 4: Response within 12 hours
Our helpdesk is open 7 days a week. All support costs are included in the cost of our subscriptions. No limits are applied to support requests.
Customers receive a service that is led by one of our Learning Consultants who are responsible for helping customers get the most from their Learning Pool Service. In addition customers benefit from the support of our helpdesk team who are responsible for handling day to day cases.
|Support available to third parties||No|
Onboarding and offboarding
When taking a subscription to one of our catalogues, the content can be packaged and with you in a matter of days. We're the world's largest provider of Adapt content with eight catalogues of fully customisable off the shelf e-learning modules. Our off the shelf approach is different; putting you in control to personalise your learning and publish to every device.
We will set you up on our Adapt Builder tool, through which you will be able to access your titles and start customising them to your organisation and requirements. Full training is available on the tool to get you up and running as quickly as possible.
|End-of-contract data extraction||
Learning Pool services are primarily based on open source technology so customers do not suffer from vendor lock in.
In the event of termination of your catalogue subscription, for any reason, Learning Pool will simply disable your subscription. All data regarding employee completion of learning remains within your LMS.
|End-of-contract process||As mentioned, we do not tie in our clients to using our service. Learning Pool will work with your organisation to provide a smooth transition, and there is no additional cost applied for this exit service.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||All product features have been designed for mobile using responsive web technologies.|
|Description of service interface||The Adapt Builder from Learning Pool holds the e-learning catalogue modules, which is a Web based authoring tool. This is where the user can quickly find and search for their catalogue titles using a tag or keyword search.|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||Our Adapt tool and its output have been tested to ensure that it meets WCAG 2.1AA requirements.|
|Description of customisation||
All our catalogues are editable and when we add new content, you pay the same price! What’s the catch? There is none… just great learning content at an affordable price.
Using Adapt you will be able to present off the shelf material that’s customised to what you need. And that’s about more than adding your logo – you can add extra sections, change language to match your terminology and add links to your internal policies.
You will have access to the Adapt builder authoring tool at no extra charge. This means that you can not only edit the existing catalogue content, but also use it to convert your own content from office based applications to SCORM compliant e-learning content.
Full training on the tool is provided through Learning Pool Academy, and it is easy to use so you will soon be creating or editing your content in-house to complement the Learning Pool offering.
Modules are updated regularly in line with latest legislation (within 3 months of any significant legislative changes) with additional new modules being created throughout the year. New modules, when released, are included in your Subscription at no additional cost, ensuring you have up to date, engaging content.
|Independence of resources||
Our infrastructure is built on a highly scalable architecture and we can meet your needs. We have internal controls to monitor server load and usage and more capacity is added where required.
Each customer is provided with their own instance in our infrastructure, so the demands of other clients will have little to no impact on the smooth running of your service.
|Service usage metrics||Yes|
System logging within your LMS gives administrators the ability to see which pages a learner has accessed, the time and date they accessed, the IP address they came from, and their actions (view, add, update, delete). These logs can usually be displayed on a page or downloaded in text, ODS or Excel.
We review return on investment at least annually and this is based on usage of the catalogue by end users and tells us the real value of the subscription.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||
All content in our catalogue can be exported as SCORM and then used on any industry standard LMS.
Our catalogues are powered by Adapt, which provides the ability to export storyboards as word documents.
|Data export formats||
|Other data export formats||
|Data import formats||ODF|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||Customers enjoy a 99.997% uptime guarantee. We have consistently achieved this over the last 3 years.|
|Approach to resilience||
Learning Pool services are hosted in modern cloud hosting environments and our hosting providers carry all the expected accreditations.
Our hosting architecture is designed with scale in mind and we are happy to provide customers with the detail on this at any time.
|Outage reporting||We report outages through our private customer dashboard and through email alerts.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Access to all our systems are restricted based on industry standard access control rules. This is routinely audited as part of our ISO 27001 accreditation.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||Between 6 months and 12 months|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||Between 6 months and 12 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||SGS United Kingdom Ltd|
|ISO/IEC 27001 accreditation date||14/01/2013|
|What the ISO/IEC 27001 doesn’t cover||Not sure|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
We are committed to meeting the requirements of information security good practice, and seeking ways in which we can improve our security to mitigate new risks. To this end, we maintain an Information Security Management System (ISMS) which has been assessed and certified as meeting the requirements of ISO/IEC 27001:2013
The objectives of our Information Security Management System are based on a continual formal risk assessment process. Having identified and assessed risks to ourselves, and our customers, we select and resource specific information security controls. These are summarised in our current Statement of Applicability.
Everyone within Learning Pool has an important role to play in maintaining security of information, each with their own specific tasks, and responsibilities. We support staff efforts to secure information through continual staff training and awareness activities. Our ISMS is subject to annual review to ensure that at a strategic level we address the evolving information security threats and objectives needed for the organisation to be successful.
The ISMS scope covers the provision and protection of hosted learning management platforms, content and tools, customer and company and associated infrastructure. The management and monitoring of hosted service providers and the development of software solutions and mobile applications.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Our product manager retains responsibility for all change management requests and this process is managed through robust systems supported by Jira. Customers raise change requests through their Learning Consultant and these are prioritised based on customer need.
Once a change has been accepted for development it goes through our QA process which assesses the impact of the change across a range of issues including security.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||As part of our ISO-27001 ISMS processes we maintain a risk-register, where we continually access risks/threats to our service. We deploy patches immediately if we determine that the venerability is high risk. We have subscribed to several reliable forums and we get an external party to provide penetration testing to identify potential risks.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We have monitoring in place using Monit to alert our system admin team, which sends messages via email and SMS. We access the severity of the risk and determine the appropriate remediation. We triage all monitored alerts immediately, which are risk accessed.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Incidents are recorded in our incident management software (JIRA)|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£5000 to £35000 per instance per year|
|Discount for educational organisations||No|
|Free trial available||No|