An effective, modern quality framework with Autoglass

Overview

  • On & offsite `immersive` analysis identifying gaps
  • Creative training design, involving delegates and building skills
  • Handover to internal L&D team, continuing to train & support coaching

Quote

“The new Call Quality Framework, coupled with innovative facilitated learning is a game changer. It enables our advisors to have absolute clarity on expected standards and provides a platform for balanced feedback across all KPI when performing audits.”

Sharon Burrows, Call Quality Manager

How we helped

We conducted on-site analysis at the Autoglass HQ in Bedford, UK. From call listening, focus groups with all levels of staff and an analysis of systems and process, we identified several areas of opportunity, including:

  • Increase sales conversions by increasing agents confidence in closing sales
  • Enable efficiency savings in the average handling time
  • Reduce costs by reducing repeat calls
  • Provide a better customer experience through personalisation

We worked with the client to build the new quality framework and accompanying detailed resource guide for advisors. Carolyn Blunt led the research and design phases before rolling out workshop delivery with three of her team. Finally we handed the project across to the internal Learning & Development team via a train the trainer to ensure client self-sufficiency.

Results

We provided Autoglass with a bespoke quality framework, an interactive, themed training programme and a programme of team manager coaching. This enables advisors to have absolute clarity over what’s expected of them, and it has delivered a platform for balanced feedback across all KPI when performing audits. Combined this has delivered real results for this happy customer.

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