Worked with them on a variety of projects from Contact centre onboarding, management skills and credit management through to merging two cultures. The Contact centre onboarding project reduced time to full effectiveness from 12 weeks to just 4 saving the organisation thousands in training time and improving nps scores. The impact of the credit management project was immediate, raising collections by 20%. By week 12 this had jumped to 90%.
Across Europe we have supported the Leadership team enhance their skills, challenge organisational contradictions and up their presentation skills. The results: Clearer communication, more impactful presentations and improved performance.
Starting with transforming their contact centre onboarding to reduce time to full effectiveness and increase nps we then went on to transform their internal operational L&D team to deliver beyond expectations. Initially the project anticipated an increase of sales of 1 per agent per week. Following just the 1 day workshop sales are already in excess of 5 per agent per week.
Re-invigorating their L&D teams with accelerated learning and transforming them from providers to commercial consultants ensuring learning sticks and creates change.
The Onboarding experience was designed to radically transform the way they work ensuring the customer was at the heart of everything . Results were fantastic with customer satisfaction, single contact resolution improved by over 10% and attrition reduced by over 20%.
Amplifying the retail managers commercial acumen and turning them into ‘SuperManagers’ resulting in improved focus and clarity of goals impacting positively on trading results.
Supporting staff to harness the power of positive communication in the way they influence and present their ideas so that ideas are shared with greater impact and value.
Across EMEA we have supported the L&D team develop and the Emerging Market’s team develop their skills to deliver under pressure resulting in higher value solutions and speedier turnaround of requests.
Following a restructure of the People Team we worked with the new L&D Operations team to build the team’s focus, drive and innovation ensuring they could hit the ground running.