Making conversations more human
The Challenge
Three UK had grown from start-up challenger to industry incumbent. Facing competition from a raft of new entrants, Three UK knew it had to give customers a reason to stay beyond a great price, and set a big ambition – to be the number one company for customer satisfaction in the UK Mobile market and to excel at First Contact Resolution. To do this, it needed to overcome a frustrating and inefficient customer contact experience.
Services: Experience Assessment I Experience Management I Frontline training
The Impact
31
Teams who have undergone the training improved NPS by 31 points
32
Average call handling time reduced by 32s for those who had completed the training
The Outside-in Perspective
On-site interviews, call listening, colleague observation, mystery shopping (with Three and competitors) and talking to crucial stakeholders helped us build a deep understanding of the customer and colleague experience.
The Insight
From childhood, the advisors had learned to speak and write English in a particular way, which was not necessarily conducive to having a natural conversation with UK-based customers. Moreover, there was a lack of good conversational and questioning skills, including use of jargon, heavy use of jargon and a lack of clarity over next steps, with confusion over timescales.
The leadership teams in Three UK and Tech Mahindra in Mumbai also didn’t share a joint vision as to what good looked like, and the Quality Assurance and Evaluation process inadvertently reinforced unwanted behaviours.
The Solution
We created an innovative mind-shifting training programme complete with a new approach to evaluation and coaching.
This new training programme, which has been rolled out to more than 3,000 contact centre advisors, uses real-world examples, creates visceral learning, promotes action and learning and uses ongoing evaluation to ensure this learning is embedded.
“Absolutely brilliant! One of the best programmes delivering real change I have ever had the pleasure to be part of as a leader.”