InterCall Case Study 2016: 2020 Vision brings strategy to life for everybody

See the full Case StudyPresentation slides and Video

Making strategy clear & simple has engaged people. See how it’s released talent in the business, cut cost-to-serve 16%, delivered exceptional customer experience & driven continuous improvement.

Discover how a group of talented people have been energised by university accredited Learning Academy, part of a wider transformation that’s delivering vital business benefits at InterCall, the world’s largest provider of conferencing & collaboration. The management team demonstrate how you don’t need a big budget to bring strategy to life. The 2020 Vision has engaged teams in ‘breaking the mould’ around three ‘rings’: People, Quality & Customer. All initiatives & changes are rigorously assessed for strategic fit, using the new IMPACT tool. The change in culture is delivering exceptional customer experience and InterCall has seen record-breaking performance in 2015. NPS rose to +51 in the peak period, over 90% of inbound channels exceed service targets consistently each month, employee satisfaction is up 35% & external staff attrition dropped 15%.

Key Results
  • Cost to Serve down 16%
  • ESAT up 35%
  • NPS +51 in Q4
  • 98.5% quality for all of 2015
  • 40+ graduates of University Accredited Learning Academies since 2014
    External staff attrition cut by 15% in 2015

Who should read or watch this case study? A great case study for any organisations looking to be more focussed on the development of people to deliver customer experience or gain accreditation and build professionalism. Offers value for HR, Quality, Customer Experience or Operations teams - and business leaders looking at engagement in a strategic vision or anyone interested in the Decision Matrix or the Development Academy.

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(c) Professional Planning Forum 2000-2014