This large Irish telco identified an opportunity to uplift customer satisfaction where customers held multiple products . They proposed using their SME and SOHO service teams to build a service template that they could reuse in Consumer and Corporate propositions.
Analysing: Introduced a Call Framework letting CSRs better compare their calls to each other, and make specific change
Learning: Using recent recorded calls we coached CSR’s in a peer groups to learn from each other
Widening: Using Call Libraries , we brought the voice of the customer to the support areas
Formal Qualifications: as a certified FETAC provider, we certified all participants with a nationally recognised service qualification
Sustaining: Left Team Leads and trainers able to continue alone