2018 Challenge Sponsors

BT Best Practice Site Visit, Lincoln

COACH: Powering up performance at BT

Date: 20th June
Location: Lincoln

Book your place now

See the full Case StudyPresentation & Video

COACH, an integrated, powerful insight & coaching tool, is supporting operational implementation of a new customer strategy that is driving change across BT Consumer. With NPS rising, £3.4m saved in engineer costs and 400 fewer customers experiencing delays each week, results are fuelled by a coaching approach focussed on behaviours and customer priorities. Intelligent and targeted customer data puts focus on very specific issues and aligns them with customer or commercial drivers. This has changed people’s feelings about coaching, giving more autonomy for personal learning and continuous improvement. All these factors combine to create a strategic customer roadmap that is driving better customer focus, greater efficiency & process improvement. What’s more employee satisfaction scores are rising significantly.

Best Practice Site Visit
Date: 20th June
Location: Lincoln

Book your place now

Who should attend? This case study will be of huge interest to insight team, HR/coaching specialists, operational managers and planners looking to understand how to drive operational effectiveness. It will be of particular interest to larger or outsourced operations in learning how to tackle multiple issues at scale and allow data to support cultural change and customer experience improvement. 

Key Results

  • NPS up 12 pts in 3 months
  • c400 fewer customers per week experiencing delays
  • c£3.4m saved in wasted engineer costs
  • c900 fewer incorrect dispatches per week
  • 800 fewer Back Office contact in one week
  • £400k benefits already locked in

 

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