Evaluate – building a comprehensive picture of your people's skills
Find out exactly the skills you have
To improve your organisation's skills, you first need to find out exactly what skills you have. But disparate systems and conflicting employee information make it difficult to get a 360° view.
Silver Lining changes that. It enables you to build a comprehensive picture of the skills of every individual, that can be constantly updated through ongoing assessment. Based on that, it gives you a baseline for understanding your organisation's overall skills challenge.
Silver Lining changes that. It enables you to build a comprehensive picture of the skills of every individual, that can be constantly updated through ongoing assessment. Based on that, it gives you a baseline for understanding your organisation's overall skills challenge.
How it works
Silver Lining provides a systematic yet simple evaluation tool, incorporating:
Combining these different information streams creates a detailed picture of each individual's skill levels: their 'Skills DNA'. Silver Lining draws this together storing the information in a codified database, to create an 'organisational genome' that provides the organisation-wide perspective - and the foundations for individual and enterprise performance improvement.
Crucially, this isn't a one-off process. Evaluation is ongoing, to provide a constantly updated view of skill levels that in turn ensures you are always able to align training programmes with current needs - and makes decisions based on real information.
- structured assessments of existing skills and knowledge through online tests, developed in-house using Silver Lining's intuitive assessment authoring tool
- performance data from different operational systems such as call centre metrics, sales stats or customer satisfaction surveys
- records of courses attended and training completed
- observational feedback from trainers and managers
- self-assessment
Combining these different information streams creates a detailed picture of each individual's skill levels: their 'Skills DNA'. Silver Lining draws this together storing the information in a codified database, to create an 'organisational genome' that provides the organisation-wide perspective - and the foundations for individual and enterprise performance improvement.
Crucially, this isn't a one-off process. Evaluation is ongoing, to provide a constantly updated view of skill levels that in turn ensures you are always able to align training programmes with current needs - and makes decisions based on real information.
Analyse - generate unprecedented insight into what skills each member of staff or each team has, and what skills drive improved performance.
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Plan - through integration into Workforce Management systems build training plans focused on key organisational or departmental outcomes.
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Manage - actively monitor outcomes of training, and give staff the tools they need to manage their own development.
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Optimise - ensure the right employees take on the right tasks at the right time, making best use of their skills.
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Connect - link your new understanding of your people into every system and aspect of your operations - driving performance improvement.
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"Historically we just do a blanket approach to training. With the Silver Lining solution what we've been able to do is really target training and significantly reduce investment in training whilst retaining the return on investment.
It's helped us with Regulatory and Compliance in terms of giving us a great audit trail around skill and knowledge levels in the contact centres."
Gill PatersonIt's helped us with Regulatory and Compliance in terms of giving us a great audit trail around skill and knowledge levels in the contact centres."
Head of Resource Planning
BT Retail
Download our skills assess datasheet here.
Find out how Silver Lining can help your organisation. Contact us.
