Average session feedback score was 4.9/5 from the 111 participants
19 point uplift in NPS in the month following training
At Davies Learning Experiences, we have a wide range of solutions working with companies who have outsourced their contact centres overseas.
In the instance of Concentrix, the functional/technical skills of their Manila contact centre agents were acceptable, but they lacked the empathy and understanding needed to support with clients in the UK. After the completion of a learning need analysis, it was determined that an upgrade of soft skills was required to address sensitive topics such as customer repayments and personal changes to customer situations.
Through detailed discussions we agreed to deliver and coach more powerful soft skills capabilities as well as UK culture aligned skills guidance and support to their frontline staff. The key focus was to support their own trainers and frontline managers/team leaders and to help embed the materials we provide to ensure ongoing self-management of the programme.
Although we had a very short timeline for mobilisation and onsite fact finding, we completed the below items in just under six weeks which included a two week intensive training for 111 frontline agents. We were able to accomplish this by uniting a variety of stakeholders which included: the international Concentrix lead, Concentrix county and site managers, and outsourcer leadership.
• “It was fantastic, really creative and delivered the topics clearly” • “The skills will be really useful when I coach my team in the future” • “The skills were really well explained and linked very well to each other” • “It provided me with more ideas and ways to discuss soft skills with my team”
We were delighted that the resulting programme contributed to a sustained lift in NPS. By upskilling the soft skills of rapport, empathy and handling emotional customers, the agents felt more empowered and confident in tackling all types of calls. To complete the learning cycle, we provided coaching support to the team leaders for reinforcement of the new skills learned. Overall, the stakeholders were pleased with the resulting lift in both customer facing and internal agent metrics.
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