Companies set aside time and money for training, coaching and employee engagement activities and yet may not reaping the full ROI possible.
Our CEB is the proven recipe for customer-facing teams to realize that full potential. Simple and effective, this invaluable tool guides team members from Hello through to Goodbye in delivering exceptional experiences that
Customer-facing team members to implement
First- and second-line leaders to drive adoption
We translate your company’s vision of what Best in Class looks like into what it should sound, read, and feel like from your customer’s perspective. This means gathering input from the C-suite through to team members, then crafting a cohesive tactical tool that enables teams to bring that vision to life. In other words, your CEB will not only contain the full list of required skills, but the detailed How To’s in executing them effectively. Examples of some critical techniques include:
SwitchGear developed a sales referral strategy for our service-focused culture. Their easy-to-implement transition techniques, combined with a targeted coaching program for our leaders, enabled us to achieve a balanced approach. We met program targets without significantly increasing average handle time—a true win-win!
Manulife aimed to add value to customers calling into Employee Benefits. By sharing an introduction to what was possible, this enabled referrals to Travel insurance and Wealth Management. To succeed, Manulife knew they also needed strategies to shift the team’s old-school perception of “sales”.
Customer Journey Mapping
Interview stakeholders and observe customer interactions to understand customer trends in behavior, preferences, and aspirations.
Then, design tailored content that synchronizes Manulife’s service delivery to those behaviors, preferences, and aspirations:
Goal achieved on referral rates
Improvement in sales closed
Adopting our simple Coaching Fundamental techniques and leaning into a renewed approach to sales, Manulife enjoyed a boost in referral rates which naturally led to a rise in sales closed. With increased rates of success and well-maintained talk time, another happy outcome of their concerted efforts was a lowered cost-per-referral. Cheers to shattering old myths about sales!
We witnessed real success stories from your coaching program. Staff were engaged and excited to see their performance improve through the trust and connection established with their managers.
The coaching from your program had a considerable positive impact on our results. We saw a significant and positive trend reversal in AHT. We improved our year over year ASA and we improved to a 98.8% accuracy rate while achieving revenue growth and reducing costs.
Ceridian faced challenges with negative customer feedback. The varying levels of knowledge and skill proficiency among their agents led to lengthy wait times and inconsistent service delivery. Additionally, attempts to introduce lead generation into the call flow was met with significant resistance.
Ceridian was determined to resolve this and saw team enablement as the clear way.
Engage all leadership levels in collaborating to construct a change management plan to
Build tailored content that supports Ceridian’s vision of Best in Class CX. Specifically, target the main groups at the heart of this movement and design curriculums that
1.Enable all customer-facing teams to deliver “Great” on every customer interaction, and
2.Prepare all leaders to coach and motivate agents towards this new high bar.
Met Customer Care Service Levels
Met NPS target, and exceeding industry benchmark
Over target in first year Revenue goal
Ceridian’s focused commitment earned them incredible results across the board.
Certainly, in the KPIs at the top of their list – SLAs, NPS, Revenue, and AHT – the numbers speak for themselves. What a journey in creating an inspired and high-performing team!
Our CEB played a crucial role in reshaping our agents’ outlook, fostering a unified approach to “service” and “sales”.
Throughout our multi-year partnership, e2G developed an in-depth understanding of our business and people. This enabled them to proactively offer insights and recommendations, ultimately enhancing the quality of every project.
This enduring relationship has had a profound impact on our agents, leaders, and in turn, our valued customers and business success.
Though TELUS’ far shore outsourcers achieved sales, their CSAT study revealed high levels of customer dissatisfaction. Attempts to balance “service” and “sales” through their “Solution Selling” initiative yielded minimal success.
Process Improvements
Change mindset and promote a balanced approach to sales leveraging TELUS’ customized CEB. To crystalize what “balance” looks and sounds like, and most importantly, how to deliver it, build tailored content and learning journeys that
Moreover, to support the mindset shift and boost business success via CEB excellence
Improvement in CSAT
Improvement in Sales Conversion
Improvement in Order Value
TELUS’ deployment of these learning programs delivered tremendous returns, as reflected in the stellar improvement in customer satisfaction, particularly in their Likelihood to Recommend results. They also enjoyed boosts to their sales results, new hire retention, AHT, and ESAT!
With their 12 Certified Master Coaches, combined with a comprehensive library of resources — including nifty content like 20 CEB training videos and 12 Agent Sales Workshops — TELUS secured a clear strategy to support sustainment and fuel innovation.
Coaching Fundamentals reshaped our understanding of “coaching”. Implementing these concepts and methodologies, our leaders across Canada and throughout our global centres, quite simply transformed our culture.
Consequently, we enhanced our consistency in prioritizing both customer and employee needs, fostering a more customer-centric and employee-centric environment.
Wanting to break away from the lackluster service the Telcom industry was known for, TELUS set their sights on being a market leader by excelling in all KPIs, starting with Customer Satisfaction.
Unify definition of exceptional CX and skills needed to execute consistently.
Build tailored content that support TELUS’ vision of Best in Class CX. Specifically, target the main groups at the heart of this movement and design curriculums that
Improvement in CSAT
Improvement in Repeat Calls
Improvement in ESAT
TELUS’ clear multi-pronged strategy galvanized their teams worldwide, inspiring them to adopt a decidedly customer-centric mindset and collectively shift their culture.
With a global cohort exceeding 1000 graduates in Coaching Fundamentals, among them 25 Certified Master Coaches, TELUS naturally succeeded in moving to the front of the pack.
TELUS’ laser-focus on the customer experience earned them industry-leading KPIs, including the lowest customer churn and lowest customer complaints in the telecommunications space several years running!
What a fantastic experience for our Specialists and leaders working through the CEB and Coaching Fundamentals sessions!
Our CEB was customized to align with our bank’s vision and purpose, enabling all Specialists and leaders to unite behind it.
I particularly appreciated having access to tools and techniques that empowered me to drive accountability among my team of managers.
BMO InvestorLine’s Self-Directed Trading group was struggling with a few KPIs despite concerted efforts to move the needle. Specifically, the team wanted help to resolve low NPS, high AHT, and fluctuating results.
Clarify BMO InvestorLine’s definition of exceptional CX and skills needed to move the needle.
Then, provide training, tools, and techniques that enable
Over target in NPS
Improvement in AHT
Over target in adding value to clients
The Self-Directed team succeeded in turning the tides on NPS, AHT, and the way value was added to their clients. In fact, they saw a remarkable 25-point jump in their NPS within the first 6 months – just midway through the program!
On the heels of this success, e2G partnered with the Advice-Direct Investing team who were eager to find ways to add value to their clients. Using the same approach with content tailored for this functional group, results trended upwards from Q1 and by Q3, exceeded target …as did their NPS. Cool!
Both groups report sustained gains and have consistently levelled up their game year over year significantly contributing towards the highest ever enterprise-wide NPS!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
Connect with us anytime to ask questions, share what’s on your mind, or discuss how we can help. We value your input and are eager to assist. Whether it’s inquiries, ideas, or challenges, we’re here to listen and collaborate with you towards solutions. We can’t wait to hear from you!
