Project Description

training & coaching - offshore
One of Australia’s favourite telcos was setting up a new offshore call centre in Manila, with 300+ staff. They had the awesome goal of significantly improving their customer service and the experience they provide to their callers, and needed an induction and leadership training program that embodied the essence and personality of their brand.

Working closely with them, we built a brand new quality management model, incorporating ‘The Five Degrees of Customer Experience’. These competencies formed the backbone of the training program, which was a five day induction program for frontline staff, and a three day leadership program for team leaders and quality personnel. The leadership program included development of modules in effective feedback delivery, conflict resolution and most importantly – call coaching.

We put together detailed facilitator guides, participant workbooks, handouts, and multimedia content – bringing the fun, engaged personality of the brand to everything we did.

The 5 Degrees consultancy team then spent six weeks in Manila delivering these programs to the initial induction groups and conducting extensive train-the-trainer sessions so they could effectively deliver the program ongoing.

Together we challenged what was thought possible in providing good customer experience from an offshore operation. Our client continues to provide feedback around the positive legacy that this program has brought to their organisation – as do a lot of the staff that went through it!