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Developing your people to enhance your customers experience
Once again the FIT team are back in the limelight having successfully been shortlisted as finalists within the 2015 European Contact Centre and Customer Service Awards (ECCCSA). The category is one that lies at the very heart of all that we’re about here at FIT – Customer Service Training Programme of the Year - and is a huge endorsement of the work we’ve undertaken with our client, Legal & General (L&G), within their General Insurance Claims Transformation project.
Upon learning that FIT had been shortlisted David Cross, Managing Director, said;
Our work with Legal & General Claims teams has been a perfect example of FIT’s ability to consistently achieve outstanding results for our clients, enhance their customers experience and ensure a long-term return on the training investment.
We firmly believe that “people buy people first” and the Claims Transformation Project has been a perfect showcase demonstrating how positive attitude and skills combine to ensure the customer experience is consistently high and loyalty to the L&G brand significantly improved.
We’re delighted to be shortlisted for this prestigious award with L&G and, whatever the outcome in June, we’re immensely proud of the fantastic results that have been achieved to date”.
Key Milestones within the programme included;
The skills development programme was launched via a 2-day modular programme, delivered using a blend of learning methodologies and Accelerated Learning approaches, ensuring the workshop is conducive to a fun and stimulating learning environment. The workshop was modular in approach to ensure delegates were able to practice the learning in between modules, supported by their TM/Coach and was rolled-out over a 15 month period to 14 specialist Claims teams in total.
Competition for ECCCSA finalist places has been fierce this year. Programme Director,Nick Davey, commented; “Each year we get a higher number (of entries), in both quality and quantity than the previous year. The entries were so good that the judges asked us to increase the number of finalists in some of the categories….it was that difficult".
You can find out more about the finalists and categories by visiting; http://www.callcentre.co.uk/ecccsa-2015-finalists-announced/
All category winners will be announced at the ECCCSA gala dinner on 10th June 2015 at the Old Billingsgate, London.
There are 12 Success Blueprints – FIT bulletins that are jam-packed with practical, quick and easy hints, tips and ideas to help you stay on track, keep positive and remain motivated to succeed right there on the frontline!