Read the full case study.

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