Making it a great place to work, Making it easy for our customers and Excelling at everything we do

the challenge

To shift the mindset, behaviour and skillset of customer facing advisors from delivering a process driven interaction to a more engaged customer experience. This programme of change included ensuring the support functions were aligned and all the line management population were upskilled to engage and interact with their teams to motivate and move them forward.

the results

• New way of working for the managers - spending time coaching and delivering buzz sessions - moving away from an email driven communication culture
• Provided a call framework that supports an enhanced and productive customer engagement
• A detailed statement of intent - a clear communication of what we want the culture to look and feel like
• Benchmark of what good looks like to share with 3^rd party suppliers - clear service expectations and measurements

implementation

• Focus on three key aspirational goals - Making it a great place to work, Making it easy for our customers and Excelling at everything we do
• Train the trainer journey - business champions (Team leaders and Advisors from the floor) delivered the key psychology and messages to the advisors
• Management team upskilled two months prior to advisor rollout ensuring they were confident in their own ability to coach and support their advisors through the change in behaviour
• Delivered over 4 sites to a variety of customer contact areas - including Collections, Repayments, Customer Service
• Skills training to create a consistent corporate voice for the citizen

differentiator

• Business champion delivery - immediate buy-in to the training as champions came from the floor and did the job
• In-house super trainers - capability to train other trainers / champions in psychology and message
• Infrastructure alignment - including induction, recruitment, objectives, targets and call quality measurement