Accelerating contact centre skills through a targeted leadership programme
12 countries saw more than a 10% increase in their FCR
AHT maintained or reduced in all countries throughout the 12 weeks after the learning
94% of trained colleagues felt confident to undertake their new role by the end of the training
Davies has worked with one of the largest global furniture retail brands on many projects for two years now, all to help them with one clear goal: develop stronger sales, service and customer experience outcomes in both their retail and contact centre teams.
For one particular project, the furniture retailer wanted to drastically transform their organisational set up from a traditional frontline/backline model to a contact centre that connects customers with the experts. They wanted to reduce average handling time (AHT) and drive first contact resolution (FCR). To achieve this, they decided to create a specialist role that would act as a subject matter expert, and “in-the-moment” coach and point of initial escalation. These roles were recruited from the existing agent talent pool and upskilled with everyday leadership skills by our team to support teams and drive business results.
Davies developed a solution to provide the new specialists with the basic leadership skills to support their colleagues and leaders long-term. The retailer operates in in 31 countries and 25 languages across the globe, so there was also a focus on increasing customer experience (CX) confidence and competence across multiple markets, countries and cultures. These new roles would also be there to provide coaching, feedback, facilitation and floor support.
To develop these new recruits, Davies carried out workshops, material reviews and observations, as well as creating competency frameworks and job role profiles to accelerate the new employees’ competency. As well as supporting these new specialists, we also identified opportunities to support and develop the wider non-specialist advisor population through interactive digital learning that can be used in onboarding, as a “skill shot” or as a strategic rollout. These proved so effective that the retailer went on to invest in these modules and rolled them out to 3000+ colleagues.
94% of employees undertaking the new specialist training felt they had increased their confidence in four different leadership areas including coaching, feedback, facilitation and supervision.
Davies armed the retailer with the resources and processes they needed to fully develop the hundreds of specialists. This included a 1.5 day workshop to introduce the learners to leadership fundamentals including coaching, feedback and facilitating, along side two optional digital modules to support with the challenges in their new role.
Many specialists were promoted to team leader within 12 months of the programme’s delivery as a result of key tools provided to support leaders with the continuous professional development of their team. We also created an upskilling programme for any promotions to this new role from elsewhere.
“The specialists were delighted to refresh their soft skills and see them from a different perspective”
– In-country Contact Centre Team Leader, global furniture retailer
Our learning sessions included:
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