Training and Development > Case Study One
case study one
Background
Our client relied heavily on their call centre teams to deliver effective telesales results from new customer activity and to provide high-level customer service to existing customers. With over 250,000 customers relying on the call centre teams for the most appropriate solutions, our client needed to ensure that all staff received high-quality systems and customer service training. The senior management team realised the need to invest in training and development to facilitate the continued growth and profitability of the company.
What did we do?
Our client chose us to design and deliver their call centre training solution. We were selected after a thorough tendering process due to our expertise in customer service training interventions and our easy access to high quality training associates and consultants who understood the challenges and requirements of the sector.
Our first step was to perform a comprehensive training needs analysis. This analysis highlighted the following areas for development:
• New systems training materials
• Training design and development – programmes were developed with modules at different levels from new starters to experienced operators and management levels.
• Train the trainer programmes – once the initial wave of programmes had been delivered, the programme’s sustainability was underpinned by a series of train the trainer events for the client’s staff.
• Specific business issues were addressed on the programmes including error reduction and customer satisfaction KPIs.
• Ongoing expert consultancy advice was provided for the client concerning the future efficient running of their call centres and in-house training teams.
Results
Our client’s call centre teams received high quality training using live data and systems and on-going support. They had opportunities to practice conference calls, selling to new customers, settling queries with current customers and handling special requests. This ‘hands-on’ practice allowed new members of staff to ‘hit the ground running’ and gave more experienced staff the confidence to improve their operational performance.
Benefits to our client
In addition to receiving high quality training, our approach allowed our client to:
• attract and retain staff more successfully
• address and improve business critical KPIs
• provide higher and more consistent service levels to their customers
• convert more sales leads into customers
• become self-sufficient via the train the trainer events within 18 months
• reduce the overall cost effectiveness of their training function
