Simplyhealth identified that they needed to analyse their practices in the contact centre, in order to improve sales, retention and self-service. We undertook to review what support was required, at what level, and how this could be best delivered. They asked for a clear plan to support and design outcomes that would supplement their own resources and show the likely benefits and improvements that could be delivered.
How We Helped:
Ember Real Results was asked to carry out a Training Needs Analysis with three teams in the Andover Contact Centres and report the findings from these meetings in a detailed report.
Our analysis consisted of management meetings and a number of activities with Team Leaders and Advisors. These included pre-set questions and discussion topics, Focus groups, call listening and group activities.
The meetings were facilitated by Ember training consultants, Moir Ferguson and Sandra Ellington.
Our recommendations included a number of solutions that aimed to enhance the learning and development of new and existing Advisors and Team Leaders, not only to meet the original objectives but to also address a number of aspects that would improve customer engagement and ultimately increase sales and retention opportunities.
We recommended six one-day workshops offered as a suite of training courses under the title “SIMPLY GROW”.
Subject areas being:
- Contact Centre Communication Skills
- Planning & Organising for Contact Centres
- Resilience in the Contact Centre
- Dealing with Difficult Customer Contacts
- Contact Centre Coaching Skills
- Maximising Sales in Customer Contacts
We also recommend introducing “Action Learning Sets” into the organisation, and offered the services of an experienced facilitator to kick off the first or subsequent ALS meetings.
In addition to the above, we also recommended the inclusion of Forum Theatre workshops as part of their induction programmes.
About Our Robotic Process Automation Services:
We provide world-class Robotic Process Automation (RPA) consulting. We identify, size and prioritise processes in your business, which are ideal for automation. We do this for all types of industries and are currently delivering large-scale automation projects with a number of household brands.
Contact us today to discuss your requirements.
Ember Group is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, we deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations.
We have a team of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.
We are ready and available to discuss your requirements further. If you have any questions about our offerings and the services, please contact us.