Performance Improvement Solutions

When ratings and results aren’t what they should be, we’ll help you to raise performance levels. Working with clients across a broad range of segments, we’ve delivered successful improvement solutions in key business areas, including:

customer engagement
customer service and satisfaction
net promoter score
sales penetration
service efficiency
in-house systems and controls

Our solutions leverage a broad range of customer communication channels to achieve the right results, including face-to -face selling, contact centres and the web.

As well as external consumer-facing projects, we have a proven track-record in internal performance improvements. From uplifts in operational efficiencies through to systems and controls that achieve greater output, our solutions deliver results where and when you need them most – please see the case study below.

We can either undertake key roles on your behalf, or we can operate as elite performance coaches, equipping your own team with the knowledge and skills needed to drive improvement. We support our coaching with a comprehensive ‘how to’ guide, ensuring that when we move on, we leave you with a totally self-sufficient team that’s fully prepared for the future.

Whatever the solution, we aim to make ourselves redundant from day one, working with you to achieve a shared objective: to make your business the best it can be. Please see the see case study below.

Please get in touch to discuss your requirements – we’re here to help

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Case study

Business Performance Improvement

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.