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2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

Published on 25 April 2016

2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

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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
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