Our client is a leading international financial services group based in Canada that helps people make their decisions easier and their lives better. They provide financial advice and insurance as well as wealth and asset management solutions for individuals, groups and institutions.
The client presented several challenges with their existing new hire program:
We believe outputs should be delivered as tailored and specific to the client as possible, so to make this happen, Ember conducted a needs analysis of the existing cross departmental employees in the contact centre environment across several Canadian sites, both face to face and virtually.
The customers’ voice and feedback was also taken into account which provided insight into scope of the opportunity as well as informing our approach to the solution as we studied the feedback for new advisors.
From working in collaboration with the Operations and Learning and Development teams, we were able to identify and then prioritise a programme of modern “Learning & Development” practices that built sustainable skills for their future needs in house.
We made Three’s Team Leaders the heroes of service performance, and empowered them to deliver training &…
Halfords commissioned us to conduct a detailed analysis of their learning needs and provide advice, guidance and…
We believe outputs should be delivered as tailored and specific to the client as possible.