Download case studyThe British Red Cross operate a customer service centre in the UK responsible for booking first aid at work courses with companies. Following a re-organisation in company structure, including the amalgamation of regional customer service centres into one central operation, the British Red Cross approached Skill4 for support in improving customer service and sales performance in their teams.
Skill4 carried out detailed research into call handler and customer behaviours, then used this research to develop a competency framework covering the behaviours that have the most impact on sales, average transaction value and customer satisfaction with British Red Cross customers. Skill4 then delivered a series of workshops for call handlers to enhance their behavioural skills in applying the competency framework to their calls, then worked with Team Leaders to develop coaching and performance management skills to ensure the continued application and development of the behaviours and skills.
