How do I improve employee engagement to drive better customer service outcomes?

BT Enterprise Customer Service were looking to transform service and drive value through their customer experience teams. Based on our successful, long-term relationship, Blue Sky were engaged to design and deliver Great Conversations, a top down, leader-led climate and culture transformation programme for customer experience teams across the division involving 600 managers and over 7,000 team members. 

By focusing people’s mindset to consider how to add value at every point of contact and building the programme in line with BT’s newly created brand values (Personal. Simple. Brilliant), we have delivered robust performance outcomes across leads to sales, NPS and people engagement. Using the data collected from the first year of the programme we reviewed and re-launched the Compelling story to make it relevant for the work still to do and re-engaged the teams. The Great Conversations programme has been accredited with the Institute of Customer Training Mark Award and BT were called out in the UKCSI survey as having its highest result since 2013.

Here are some of the results:

  • 34% uplift in sales order value
  • 36 point increase in interaction NPS score
  • 22 point increase in relationship NPS score
  • 9 point increase in employee satisfaction
  • 40% reduction in OFCOM complaints
  • 14 point uplift in leading our people

   “I definitely feel that I have learnt a lot and can implement this into my daily role”

Originally published on Blue Sky's website.

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