Contact Centre Culture Change
250 colleagues re-chose their jobs — and the site stayed open.
Systemic engagement change
Thirty volunteers put up Christmas decorations for the first time in 10 years.
Social activity returned
Volunteers started lunchtime walking clubs and refreshed five-year-old notice boards.
Increased engagement
Two hundred people attended the Christmas night out after boycotting it for years.
Still open for business
The site turned the corner and remains open today after fearing closure.
A global process outsourcer with 420,000 employees operating in 127 countries, specialising in customer experience management — customer care, technical support, acquisition, digital solutions, analytics and back-office.
Once a thriving hub with over 800 highly paid staff, the site fell from grace during the banking crisis. After repeated takeovers and broken promises, only 250 employees remained in 25% of a large site. Without a turnaround in performance, the owners would close the site.
Transform 250 employees so they willingly came to work, accepted the new way of working and rediscovered ambition — delivered without their knowledge of what was at stake, in one week.
They had to get excited about coming to work.
At all levels of management, towards ownership and sustained performance.
Be consciously aware that they choose their experience and their reaction.
Make a mindset shift and re-choose the job.
A deep-rooted culture of endorsing the old regime, a religious divide and apathetic, deflated colleagues who were unwilling to do anything for management.
"Unbelievable turnaround. We had 200+ people who would not engage in anything we did until they had the Masters in Minds week, and they changed the following week. People now choose to come to work, with a smile, and this transferred to the customers on the phone. The centre's NPS score increased, and the office got its energy back."
Site Leadership — Global Customer Contact Centre
Behaviour, mindset and team dynamics — the human mechanics behind sustained performance.
ExploreStructure, process and leadership effectiveness — how the whole system delivers.
ExploreJourney design and service culture — because CX is delivered by your people.
ExploreReducing waste and downtime while lifting customer experience and profitability.
Energy / Offshore drillingPutting the customer at the heart of a business that had become complacent at No.1.
Energy / Offshore drillingA mindset and behaviour shift across 600 managers in six global regions.
The practitioners who ran this work are the same people at the end of your call.