Introducing added value into a traditionally service based environment

the challenge

Shifting the skill set and behaviour of customer facing staff from administrative to customer focused to reflect an increased need for customer retention across selling of add on products.

the results

• npower received the highest numerical score among electricity suppliers in the proprietary J.D. Power and Associates 2006 UK Electricity and Gas Supplier Customer Satisfaction Study
• Top 3 in Call Centre Focus Spotlight Benchmarking
• 66% reduction in staff attrition
• Cross sales on 5% of all inbound service calls
• 10,500 service calls a month converted into actual sales (not leads)

implementation

Activity spanned the analysis, design and delivery of customer experience messages that impacted on all aspects of customer contact -

• Inbound service
• Outbound sales
• Customer relations

telephone + reactive and proactive written word and email

differentiator

• Engagement with the Customer Services Manager, Call Centre Manager and all customer facing staff in order to share customer care and sales focused techniques
• Team leaders and their line managers all received eight days coaching and motivational skills development supported by onsite consultancy