Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

Published on 25 April 2016

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

See the full Case Study

Against a challenging business backdrop, the DMT recognised the need for planning to support growth through all core bank channels and become active in shaping change that impacts customer, workload or resource, managing priorities, roll-out & communication. The team’s focus shifted from just resourcing & delivery, to support people in unleashing their potential. Strong engagement means they can help business managers plan ahead. They decompose sales plans & channel strategies to support great customer outcomes, driving up NPS. Major savings were realised via self-service, channel migration, network consolidation & resource optimisation. Innovations include centralised branch planning and resourcing, 500% rise in back office flexibility and flexibility across all channels, creating efficiency, agility & work life balance.

Key Results

  • NPS 38% to 58% since August 2014
  • Very significant cost and FTE savings
  • Complaint resolution time down 39 days to 7 days
  • 100% change notification compliance, up from 50% historically
  • Mortgage appointments increased evening availability by 200%
  • 90% of DMT team hitting objectives, up from 45%
  • Back office flexibility up 500%
  • Overtime spend
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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

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