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.

Published on 27 April 2014

Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus

Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.

Shine, the new Quality Assurance (QA) programme at Worldpay, has helped transform the office culturally into a contact centre that puts the customer at the heart. A new dedicated Quality team audit twice as many calls, using the new customer-focussed framework, and planning have ensured regular 15 min coaching slots are consistently scheduled. QA now provide tailored, meaningful feedback to each advisor, within 24 hours of contact, in addition to regular Team Manager coaching – both using the new customer focussed framework. Alongside this an incentive programme adds an element of competitiveness, raising morale and engagement. As a result, quality has risen every month – up 19% in just 8 months – and AHT is down 11%. Because Shine is linked to root caused analysis and advisor feedback, there is a re-enforcing cycle of continual improvement.

Read the full case study here