Read L&G's Case Study here

See how new PowerBI dashboards are driving actionable insight to support a new style of performance coaching and a culture of wellbeing and engagement.
 

Summary 
A desire from the very top of the organisation to promote wellbeing and engagement has been embraced at all levels within the contact centre operation in Retail Protection at L&G. This transformation is being driven by a new approach to performance coaching, the new capability developed in the Insight team and great collaboration across the business. Partnering with external expertise brought in fresh thinking and the skills and knowledge transferred in-house is transforming the role of the MI & Insight team. Furthermore, this initiative has been pioneering the use of PowerBI dashboards in the business. This has all driven great excitement in teams, Team Managers have more time to spend with their teams and colleagues feel more supported and empowered whilst early results show marked improvement in attrition and absence.

Results 

• 17% reduction in attrition 2019 v 2018 and lowest since 2016
• AHT reducing
• Engagement score up 9% (related to time spent being coached)
• Manager time spent coaching increased 60%

This is a powerful story of cultural transformation in the contact centre. It offers inspiration and learning for anyone working with teams to drive improvement through data-led decisions - whether in insight, quality, planning or leadership roles. L&G are also entering the Best Practice Team Awards for Planning and Insight.

This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge

To download a full digital copy of the Best Practice Guide, click here