Barclaycard planned to use the introduction of a new call-handling system to improve the customer service provided by their call centres in the UK and India.
We worked with a team of managers to understand the Barclaycard brand and the way that this was delivered through their call centres. We used this information to put together a programme of training and coaching which developed call handlers and team leaders to deliver an outstanding customer experience. We also made changes to recruitment and performance management processes to ensure that this became part of ‘business as usual’.
Our project evaluation used Barclaycard’s own business metrics including JD Power to demonstrate a significant impact on customer satisfaction (Net Promoter) scores and resulting sales.
(Barclaycard, Training Manager)