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our values |
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our clients |
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meet the team |
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Our
clients |
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| We work with a range of clients who wish
to deliver excellence in HR shared service centres over a variety of
sectors in both private and public sector. Some of our recent clients
include: |
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| Abbey HSBC Securities Marton House Plc Prudential West Lothian Council Medical Research Council |
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| Sample Case Study in improving the
customer service in HR shared services |
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| An HR shared services Manager from financial
services organisation contacted us to arrange for specific customer
service skills training for their HR advice and guidance team. The need
had come about as a result of an evolutionary step change in the primary
focus of the team. The essence of this change concentrated on coaching
Line Managers on how to obtain information through a self-service site
and to move towards managers taking more responsibility for their own
HR decisions. This required the advice and guidance helpline team within
the HR shared service centre to develop a new set of skills.
Following a comprehensive Training Needs Analysis, which captured the whole essence of the teams needs, we facilitated two training events in Customer Experience and Coaching skills. We designed a quality evaluation of calls tool and trained the dedicated Team Coach to use this. The Manager of the advice and guidance team invested in a small piece of software to allow them to record calls. This allowed the Team Coach to provide immediate ongoing feedback and performance management coaching to the team members to help them successfully embed their new skills. Through the ongoing focus on customer service, using theme days and momentum planning, there was a real buzz in the HR shared service centre, which was still going one year after the training. Our earlier benchmark of the team’s skills and performance figures enabled us to evaluate the success of the programme. The team members achieved an amazing 28-41% improvement in measured customer service skills and the volume of one and done calls increased by 10%, enabling the team to improve their service standards in the HR shared service centre. Following the embedding of their skills and new found confidence,
the team have developed further by making outbound calls through the
HR shared service centre helpline as a move towards their goal of
delivering business value by reducing absence. |
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