Lloyds TSB recognised a need to up skill 4500 telephony staff to create a culture that built trust with the bank's three million regular customers, resolved their enquiries and grew their relationship with the brand
Procter were engaged to deliver service, sales, coaching and leadership training to all levels from advisor to senior executive teams. This included creating an internal training capability to ensure ongoing success.
As a result of the programme Lloyds TSB removed scripting from their contact centres and enjoyed improvements that included
"Procter has built strong relationships with the
senior management - and through this close
working relationship - built a deep understanding
of our requirements to deliver a tailor made
solution, which delights our customers"
Telephony Director
