Aligning the Natwest and RBS people and customer experience

the challenge

The merger with NatWest presented the bank with a huge integration challenge especially in the area of tele operations where they needed to achieve consistency in communication and message across the combined national network of contact centres.

Working hand in hand with the banks people development team, Procter rolled out a 9 day development programme for the team leaders, customer service managers, contact centre managers, operations managers, trainers and regional management population – providing direct delivery to over 250 managers across 9 sites over a period of six months.

the results

• Uplift in customer satisfaction
• Increase in complimentary customer comments
• Positive CSO and team leader feedback
• Reduction in customer complaints received
• Reduction in escalated calls to care team
• 95% of delegates rated the programme ‘very good’ or ‘good’
• One centre won a ‘European Contact Centre Award’ for recruitment

implementation

The programme was designed to provide a set of practical tools enabling managers to support the core communications skills of their frontline staff.

The nine day programme was made up of

• Our customer and us – overview of communications skills
• Choosing Winners – practical recruitment techniques
• Coach to Motivate – side by side development
• Buzz to Motivate – presentation skills for team meetings
• Growing Gnomes into Giants – motivational techniques
• Walk the talk – leading by example

differentiator

• Practical, real world focus, modular approach
• Hands on and rehearsal-driven delivery style
• Engagement of line management through workshops and participation in delivery
• Design of coaching tools that enabled team leaders to move advisor performance on