A high percentage of this firm’s employees were call centre agents – fielding queries and complaints telephonically and in writing.  The firm saw the need to improve all customer touch-points in their call centre.

We introduced a system to provide agents with tools to positively engage the customer during the conversation.  These ranged from recognition of the customer’s duration with the firm; to the customer’s birthday; to useful advice concerning an impending event that would result in a price increase for that particular customer.

These tools were not only woven into calls but into correspondence, too, which lead to a comprehensive review of the quality of all correspondence.

The end result was a significant increase in agent motivation (see Service Energy) as well as positive results in customer loyalty scores.