The number of businesses who are developing & implementing diversity & Inclusion policies and strategies is on the rise...
Sourcing a new LMS that could fit the company’s current state, be integrated with other legacy systems, and could modernise the user experience of learning.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Highly customised learning programme that increased sales conversion rate from 38% to 56%
Embedding service training and skills development at the heart of a contact centres’ culture.
Learning programme that provided an accredited leadership standard, significantly improving confidence, productivity and team performance.
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.
Helping a 4000-strong frontline team keep up-to-date with changing products, services and regulatory requirements resulting in a demonstrable improvement in customer service KPIs.
Enhancing knowledge and confidence in supporting vulnerable customers through digital learning.
Increasing agent confidence and empowerment to communicate with customers in an engaging, precise and efficient way through Live Chat.
Implementing a sales programme resulting in an increase on volume of sales through service and CSAT score.
Supporting desired goal of having a customer focused mindset.
Increase of NPS score and reduction in attrition following from a transformation of an onboarding programme.
Positively impacting business metrics with engaging digital learning.
Delivery of a programme resulting in increased Customer Satisfaction scores.
Ensuring advisors delivered consistent tone, language and professionalism to their customer base, increasing customer satisfaction.
We upskilled and worked with senior leaders in the business to share our assessment expertise.
Towergate hoped to redesign their Sales Programme and align it to the apprenticeship.
Specialist coaching & tutor support to help embed learning & accelerate development.