Global financial services provider

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Help this financial services call centre make the leap from good to ‘world class’ customer service.

From complaints to loyal advocates

Challenge

Help this financial services call centre make the leap from good to ‘world class’ customer service through equipping the 14,000 operators with the sensitivity, emotional dexterity and presence they needed to turn each and every customer into a loyal advocate.

Solution

Results

The pilot results showed an immediate improvement in performance compared to the control group, with an ROI of over 200%.

Business impact