This is the key element and includes every aspect of the Harding & Yorke offerings.  To design a programme that will work you need to take into account everything, from discovery - to understand the key issues, blue-sky thinking - in being creative, Story Telling - to articulate the goal, implementation - to make it happen, and monitoring - to ensure that it continues to happen.

Diagnostics / Planning

• On-Site Discovery  (Internal Audit)
  • Our consultants spend time with you, talking to and observing front-line people at all levels. Our aim is to identify the key drivers of customer-facing behaviours.  We look at recruitment, structure, systems and processes, performance and quality measures, rewards and recognition, training, coaching, culture and management style and skills
• Report and Recommendations
  • Following our on-site discovery, we present our findings and recommendations to you either in report format or in a face-to-face meeting
• Action Planning
  • We facilitate a discussion with your management team on key areas to address, prioritising and planning and generating a plan for implementing change
• Meeting Facilitation
  • We can act as objective facilitator in any kind of meeting, ensuring that internal issues are challenged and addressed assertively, desired outcomes are achieved and timescales adhered to

Design

• Define the desired experience
  • Establish what you want the customer experience to be like - to support your brand, deliver quality and efficiency and build loyalty and advocacy
• Measurement Tools (contact quality, performance measures)
  • We work with you to design (or revise) balanced measures to be used for motivational coaching and performance management.  Our focus is on describing and encouraging excellence.  Measures can include call quality forms, e-mail quality guidelines, balanced scorecard performance management frameworks
• Coaching / Performance Management Programmes
  • We work alongside clients to design and deliver effective coaching and performance management programmes looking at roles, skills, structure, timing and success measures 
• Culture / Attitudinal Change Programmes
  • We work with internal project teams to bring external experience and perspective to the design and delivery of sustainable change programmes.  Our approach is to advise and contribute ideas and expertise but to make sure ownership remains with your people
• Internal and External Recruitment Programmes
  • Again, we can bring cross-industry experience and the empathy dimension to the design and implementation of recruitment processes, including pre-testing, interviews and assessment centres
• Skills Training
• • We can design and deliver (or train your people to deliver) workshops in Communication (face to face, call handling, written), contact quality assessment, training, coaching, performance management and leadership

Implementation

• Our preferred approach is to train your people to deliver the material we design.  That way, you gain from developing additional skills and expertise rather than relying on us to deliver for you.  However, if speed is of the essence or you don't have the necessary internal resource, we can help you by delivering in the following areas:
  • Training workshops
  • Train the Trainer / Trainer Accreditation
  • Mass Engagement Events
  • Teambuilding Days

For more information on Programme Design please call Nickie Hawton on 0845 450 1740 or email NickieH@empathy.co.uk