Our Client Portfolio Continued...

Friends Provident

We have been involved in training, developing and supporting the IFA Development teams for Friends Provident for a period of 18 months, both in the International team in the Isle of Man and also in the UK regional offices. Within the International team, this involved supporting the set-up of a newly appointed telephone based IFA Development team, selling and supporting IFAs in the UK and Globally.

In addition, a large proportion of our support time was spent with the Proactive Consultant Managers in order to commence a culture change within the area offices by the introduction of performance management, coaching and development skills, motivation and day-by-day sales management.

Services Provided:

• Sales skills training
• Target setting and sales management
• Negotiation skills
• Insights & personality analysis

Airwave Solutions

Our partnership with Airwave has involved the development of customer focused and management skills across the newly informed Customer Service Centre.

This has involved a cultural transaction from task to people, and aligning skills delivery with coaching and evaluation to ensure a transfer of learning.

Services Provided:

• Identification of RoI potential
• Customer Service Strategy
• Management and front-line training
• Insights Discovery Profiling

NICEIC

Our focus was to work in partnership with NICEIC to deliver a Customer Care Strategy which would also include the Customer Services Skills Development and Training as part of the key outputs in accordance with the original brief. There had not been any investment in the customer experience or internal development to date and the following needs have been identified:

Clarity around processes for customer intervention, Need to define a customer care strategy that can be measured and will gain ‘buy in’
Behavioural framework around customer care that will provide a consistency across different areas of business including training
Customer Services and Sales Support. Provision of skills training to open up mindsets and delivery of customer service.
Support to team leaders/managers on how to evaluate, support and coach customer service within their teams.

Services Provided:

• Organisational Design
• Insights Leadership Development
• Best-fit Recruitment Strategy
• Customer Centrics Programme

Hertz

Our partnership with Hertz involved providing sales training for their 600 seater contact centre (based in Dublin). Prior to the programme we conducted an extensive audit that involved call assessment, agent observation via 'floor walking' and agent interviews.

After training the agents had all enhanced their skills base. A formal call assessment programme was then devised and implemented which enabled Hertz to closely monitor the quality of the calls in addition to specific results acheived.

In the first 2 months of training the sales conversion increased by over 20%.

Services Provided:

• Devise and implement a call assessment programme
• Sales Development programme
• Advanced report building
• Personality analysis
• Coaching development

beCogent

beCogent is one of Europe's most advanced Customer Interaction Centres and leading providers of outbound services. They are winners of a number of key businessess awards including "Employee of the year" at the National Business Awards in September 2006.

We have had some outstanding feedback from our introduction of the Insights Discovery profilling tools as part of the BeCogent "Academy". For Managers in all areas of the business the Discovery tools have offered a unique level of awareness and skills development for connecting and adapting in managing.

Customer feedback:

• "The day was extremely useful and enjoyable - Cilla is very knowledgeable   and enjoyed sharing this with us"
• "A really good course, very well presented"
• "I really enjoyed the course, it was very benificial to me as a manager to recognise the things i have to improve on"