Orange/EE

Rapid expansion of its UK call centre operation resulted in a major recruitment campaign to attract thousands of staff from senior manager level to front-line staff.

Issues

An inconsistent standard and approach to people management which was adversely impacting organisational performance.

Constant ‘firefighting’ and inability to effectively manage key business priorities due to and absence of structured communication and support from head office.

Customer service levels were not achieving required levels and telesales performance was struggling too.

Employee Engagement was suffering as managers ‘did their best’ but weren’t adequately equipped or supported to coach team members.

Solution

A bespoke two-day management training course in Bristol which provided participants with a suite of time-tested, easy to apply tools, techniques and skills to better manage themselves, their team members, and their own line manager.  Client improvements included:-

  • Greater focus on developing collaborative relationships within and across teams to resolve teething issues and maximise sharing of good practice.
  • Improved call and quality scores which balanced productivity with satisfying customer’s needs in one call.
  • The successful implementation of a coaching culture which delivered rapid improvements in individual and team effectiveness.
  • Reduced number of abandoned incoming calls which resulted in improved financial performance.

Client Feedback

“Scott Watson (of Summit) worked with Orange on a management development programme in a consultancy capacity. Feedback from the individuals he worked with was very positive. His ability to quickly gain people’s trust resulted in them taking focused actions that benefited themselves and the business overall.

During the project, Scott also worked closely with our training team to transfer his skills. Scott was extremely supportive and always willing to help. Scott passed on tools and techniques to develop coaches and line management to achieve sustained positive behavioural change. Scott provided honest, genuine feedback in the process.”

David Jones
Head of Consumer Customer Relations Training, Recruitment and Communications
Orange/EE

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Posted by on November 5, 2014