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Developing your people to enhance your customers experience

FIT recognised for training excellence at ECCCSA 2015

Posted by admin on March 10, 2015

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Once again the FIT team are back in the limelight having successfully been shortlisted as finalists within the 2015 European Contact Centre and Customer Service Awards (ECCCSA).  The category is one that lies at the very heart of all that we’re about here at FIT – Customer Service Training Programme of the Year -  and is a huge endorsement of the work we’ve undertaken with our client, Legal & General (L&G), within their General Insurance Claims Transformation project.

Upon learning that FIT had been shortlisted David Cross, Managing Director, said;

Our work with Legal & General Claims teams has been a perfect example of FIT’s ability to consistently achieve outstanding results for our clients, enhance their customers experience and ensure a long-term return on the training investment.

We firmly believe that “people buy people first” and the Claims Transformation Project has been a perfect showcase demonstrating how positive attitude and skills combine to ensure the customer experience is consistently high and loyalty to the L&G brand significantly improved.

We’re delighted to be shortlisted for this prestigious award with L&G and, whatever the outcome in June, we’re immensely proud of the fantastic results that have been achieved to date”.

Key Milestones within the programme included;

  • The FIT team carried out a full skills audit/healthcheck to fully assess individual strengths and abilities within Claims in order to develop a uniquely tailored, experiential learning solution prior to roll-out.  One of the key objectives was to enhance the L&G customer experience by positively changing agent behaviours and improving the way frontline staff communicate during each call in order to achieve a win-win.  
  • Critical to the programmes success and longevity each workshop is immediately followed by at-desk coaching support to help front-liners embed the learning and then, monthly FIT coaching sessions are delivered by the Team Manager, to ensure the programme is being integrated into “business as usual” and the “FIT Way” is being kept alive on the front-line.
  • L&G internal coaches undertook FIT’s own Coaching Winners Accreditation training to ensure that a regular programme of coaching support was implemented – PCM’s now receive a monthly FIT coaching session as part of “business as usual” support.
  • Finally, two Senior Business Trainers have been accredited by FIT’s Training Director, so they’re able to integrate the ‘Claiming Service Excellence’ Programme into the New Starter programme and be able to run FIT refresher sessions for existing staff in the future.

The skills development programme was launched via a 2-day modular programme, delivered using a blend of learning methodologies and Accelerated Learning approaches, ensuring the workshop is conducive to a fun and stimulating learning environment.   The workshop was modular in approach to ensure delegates were able to practice the learning in between modules, supported by their TM/Coach and was rolled-out over a 15 month period to 14 specialist Claims teams in total.

Competition for ECCCSA finalist places has been fierce this year.  Programme Director,Nick Davey, commented; “Each year we get a higher number (of entries), in both quality and quantity than the previous year.  The entries were so good that the judges asked us to increase the number of finalists in some of the categories….it was that difficult".

You can find out more about the finalists and categories by visiting; http://www.callcentre.co.uk/ecccsa-2015-finalists-announced/

All category winners will be announced at the ECCCSA gala dinner on 10th June 2015 at the Old Billingsgate, London.


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