A customer service centre with an 80-strong team was struggling with a lack of staff engagement, low morale, and high attrition. Individual responsibility was poor, and this had a knock-on effect to customer service and satisfaction. The management team was keen to do the right thing but were flat out keeping the ship afloat and weren’t sure how to change it.
We were asked to come in to help them address their challenges. We engaged with management and staff to understand the underlying issues and helped create the right structure and a new vision for the team to re-engage. A re-energised staff team understood their roles and expectations. Morale, productivity and quality improved – which meant staff turnover reduced, customer satisfaction increased, and the managers could get back on with managing, rather than doing.