Setting new standards and changing culture

Client Needs and Objectives:

This business - to business contact centre was aiming to improve speed, flexibility and responsiveness to marketing-led fluctuations in workload by introducing multi-skilling and to move to a more customer - focused culture.  We were asked to deliver a year-long programme that would:

• Support move to multi-skilling (particularly support staff onto phones)
• Increase the company's syndicated industry rating.
• Increase their financial advisor rating.

What we did:

• Activities
  • Diagnostic / discovery phase across all functional areas and all levels of personnel
  • Design & agree implementation plan
  • Implement in partnership with internal Project and Senior Management Teams

• Implementation details:

  • Redesign of quality standards for measurement and coaching
    • Calls, written communications and case handling
  • Skills and culture change workshops
  • Review and redesign of performance management criteria
  • Individual coaching and management support
  • Alignment of standards across the team
  • Skills transfer:
    • Assisting in the recruitment and development of internal trainers to deliver material going forward
    • Designing follow-up training modules for internal use
  • Regular progress reviews
  • Championing and management of project

The Outcome:

Bottom Line Improvements:

• Staff Retention increased from 72% to 92%:
  • Recruitment - saving £90k.
  • Retained competence - saving £864k.
• Productivity increased:
  • 25% in first year and 10% in second year
  • 12 to 16 cases per day - saving £252k
• Staff Satisfaction score increased from 69% to 79%
• Increase in Revenues of £5m+.

Measures of success:

• Syndicated industry rating rose from 8th to 3rd.
• Financial Advisor Rating from 2* to 5*.