success
stories
what they said
The program was best in
class, beautifully executed
and done with respect.
​
Marcia Somani
Head of Contact Centre, Serco
I think what helped was
your in-depth knowledge of
the industry, it makes a
difference. You can tailor the
program to the
requirements. I also think
that the team feels very
comfortable in your setting,
you allow people to open up
and be who they are.
​
Mattie Minas
Serco Operations
Change resilience
program
The Customer Experience Coach was engaged by Serco under a professional services agreement to deliver a Cultural Change Program to support staff to better deal with change, and to assist with employee engagement. The participants included 10 leadership staff, 20 centre support staff and 90 contact centre agents.
​
The Program
​
-
Business/operational and emotional change
-
Resilience (outsource environment, client-led change)
-
Circle of influence
-
Change curve
-
Stages of grief
-
Self-awareness
-
High performing team cultures
-
Embedding activities for agents and leaders
​
​The Outcomes
​
-
Overall engagement – up 6% compared to the company result of 1%
-
Employee engagement with customers was 40%, now 80%
-
Leadership engagement was 70%, now 84%
The program went way
above and exceeded
expectations. Fantastic
delivery - very hands on, you
understood the approach
that was required leading
into the training. The
sensitive delivery afterwards
was great.
​
Serco Team Leader