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Case Studies Modules

Find out how other organisations transformed the way they worked. Learn from almost 20-years of Innovation Award case studies, to take away practical ideas for your own workplace. These case studies are available for Members only please register on the website to view.

Case Study 2019: Make it personal: one more thing to help colleagues at EE

Published on 27 April 2019

Case Study 2019: Make it personal: one more thing to help colleagues at EE

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See how a clear vision and inspiring leadership created the platform for further transformation at EE, with a consistent focus on behaviour change, frontline engagement and simple communication. Seeing the frontline teams championing the new corporate values, the Planning Team recognised they needed to think differently – asking ‘how do I do one more thing to help?’ Four initiatives linked to being ‘personal’. Introducing Flexi-time and Flexi-breaks has been a massive success, giving 5,000+ advisors greater control, certainty & choice. Regional routing has raised NPS 15 points, when a call is local and therefore more personal. IRIS provides real-time communication between Incident Management and frontline teams, whilst a new, dedicated Single User Fault Team now proactively manages the timely resolution of issue escalations.

Key Results

  • 4% drop in attrition (200 fewer leavers)
  • NPS +15 when answered in local area
  • Rolled out Flexi-Time and Flexi-Breaks to over 5,000 FTE
  • 2,000 hour reduction per month is advisor lost hours

First published in the 2019 Best Practice Guide

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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