Working closely with a huge furniture brand to develop an all new and improved ‘Introduction to Systems’ training programme.
DLE Case Study Type: CX Solutions
Empowering agents to tackle all types of calls by upskilling the soft skills of rapport, empathy and handling emotional customers, resulting in a sustained lift of NPS.
Delivery of a programme resulting in increased Customer Satisfaction scores.
Implementing a sales programme resulting in an increase on volume of sales through service and CSAT score.
Improving call quality scores to deliver measurable business results.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Embedding service training and skills development at the heart of a contact centres’ culture.
Highly customised learning programme that increased sales conversion rate from 38% to 56%
Our client, Autoglass, reached out to us regarding issues they were experiencing with their UK based call centre advisors.
Our client is one of the most globally recognisable private medical insurance companies.