Worldpay
Starting Point...
Worldpay wanted a customer experience programme for their 150 contact centre agents and 20 managers to enhance customer experience.
What We Did...
We conducted research with agents and managers which included observations, focus groups and interviews. This ensured buy in to the programme and a detailed needs analysis. As a result of the research we designed two agent workshops and two leadership workshops.

Manager’s attended the agent programme focussed on customer experience to understand what was expected of their teams on the front-line. In addition, they attended the two leadership workshops to provide skills to embed the customer experience standards and challenge agents when standards were not being met. The manager workshops covered coaching, feedback, challenging performance, effective buzz sessions and briefings/de-briefings. This was supported by a selection of blended learning solutions, such as on-line modules, action learning and observation in the workplace.

Agents attended the two customer experience workshops, again supported by online modules, manager briefing and observation by their manager (who were observed by Footprint). In addition, two internal trainers were developed alongside the programme delivery to leave sustainable support.
The Impression We Left...
  • Improved agent performance
  • Attrition rates are now world class
  • Significant uplift in employee engagement through focus on development with the programme, plus other initiatives

What our client said....

 

We partnered with Footprint when looking for a specific programme to drive advisor engagement and capability. Our wish list was quite long and finding the right partner was critical!
Working with Footprint following a successful pitch was really engaging and while some would consider it to be 'heavy lifting' the team were brilliant at meeting our needs and creating a brilliant programme. It was a pleasure to work alongside the team. The output felt really special and inclusive.
Since launch we have had some unreal feedback from Ops Managers through to advisors. Feedback around 'I now have a reason to stay in my role' was simply stunning. The programme was part of our people plan which helped us achieve an outstanding result for a call centre – which benchmarked significantly above other departments. Our handling time improved following implementation and the training gave our quality standards the much needed refresh.
Overall it has been a brilliant programme and continues to be embedded into our culture. It fits our vision for Worldpay where delivering world class service for our customers is top priority, alongside developing our brilliant people.
Sarah Cummings, Head of Customer Service

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