Helping one of Europe’s leading entertainment companies to achieve record growth results by embedding a customer-focused culture across the business.
Challenge
Our Principal Consultant and team were commissioned to develop and implement a customer-centric people programme through which to deliver new growth across three of the client’s core business streams.
Solution
The programme was built around four key elements:
- a leadership development programme to unleash the true potential of all participants
- a customer-focused 'Informed Choices' sales conversational framework
- a directive performance coaching programme
- a call quality and monitoring QA & QC regime
Working closely with all of the client’s outsourcing partners, and supporting the in-house and external teams with dedicated coaches, immediate improvements were seen in sales performance, attrition levels and customer satisfaction.
The transference of skills through performance coaching was key to the programme’s success. The same individual care and attention was given to all of the client’s in-house and extended team, regardless of position. From senior managers through to call handlers, the development programme provided every participant with a real-life ‘on the job’ development experience. It’s about real play not role play, and show not tell!
Upon completion of the programme, the client developed an elite internal coaching team whilst one of its partners established its own in-house training academy.
Outcome
The client saw record results across all three of the targeted business streams, with 16% growth in television, 28% in broadband, and 35% in telephone. At the same time, average revenue per user rose to its highest level ever whilst customer churn rate hit its lowest level for a decade.
The overall programme enabled one of the clients partners to generate a 13% increase in sales performance in parallel with a 13% decrease in attrition levels, leading to cost savings of over £250k in just 2 months, and also enabled them to generate an additional £33 Million in customer revenue whilst achieving the lowest customer churn rate for a decade.
Finally, the success of the programme led to the client being shortlisted as a finalist at the CCF European Call Centre Awards.
