The work was completed over a 6 month period, working with over 1000 call centre agents. The task was to identify the main areas of need within the call centre departments. Then to write and deliver the training to the team managers and agents. Following this a coaching strategy was set in place to cover on-job coaching and support.
The work was completed on time and to an exceptionally high standard. The training was delivered in a class room environment and at work stations. Due to business changes, we found the team to be flexible and adaptable to our needs at all times. The result exceeded all expectations.
Staff Attrition reduced by 20%
Complaints decreased by 25%
PCA increased by 22%
Sales increased by 26%
Profit on Sales increased by 21%
All in all we had an excellent and professional working relationship and would look to utilise Tracy and her team in the future.