Our client is a multi award-winning Australian bank known for how its customer experience delights its customers. They wanted to take their customer experience to the next level in their contact centre and achieve a sustainable improvement in NPS.

This project was to lead the development of an operating model for a central team that would support the contact centre staff in improving the customer & staff experience. Some of the key activities were to:

• Define new Customer Experience standard for agents
• Identify how to adapt & embed better practices in:
  • Use of a range of customer & staff feedback sources and identify systemic issues & opportunities for improvement
  • Knowledge management
  • Coaching & other staff development
  • Targeted investment in change to get a performance uplift
• Define organisation model for the team – functional accountabilities, governance, KPIS and resource numbers
• Define new staff capability need & related competencies to deliver
• Define key process interactions & related process accountabilities for the team and across the contact centre to deliver
• Define tools and reporting requirements to support
• Define transition strategy

The outcomes are:

• Strong staff satisfaction & engagement in continuous improvement.
• New knowledge management and coaching methods in daily use.
• A sustainable model that supports a move from support to proactive investment in improvement.
• Significant uplift in NPS scores (i.e. customer loyalty ratings) expected over 30-points.