The primary requirement from CCL was to design and implement a Training Programme, which would improve the call quality in the Cancellation call centres. This was also looked at from a commercial perspective – of reducing customer churn whilst improving the customer experience (as measured through NPS).
The focus of the Training Programme was to develop the capability of the cancellation advisors; this programme also addressed the areas identified through the Three Advisor Skill TNI Process.
This work involved travelling to India and delivering a Diagnostic and Review of how our client engaged with the culture there.
As part of CCL’s work with our client, we have also reviewed the current UK Culture module within the New Hire Training for Retentions; and redeveloped the module so that it is more aligned to UK culture.