Increasing colleague engagement in financial services

Programme of success to increase annual engagement survey results.

With the backdrop of increasing workloads, outdated systems and heightened risk appetite, colleague engagements scores were falling alongside record attrition. We designed and developed a comprehensive programme to brand, focus and develop a colleague centric culture across the organisation. Encompassing communication, recognition, ESG and career development, the programme both increased and elevated collaboration and investment in the colleague experience to colleagues. A specific section on career developed was delivered, focussing on developing and retaining talent within the organisation and offering real and meaningful opportunities for colleagues. An additional complimentary leadership programme ensured that new styles and messages were permeated throughout the organisation, alongside coaching and developing all leaders to positively manage colleagues throughout the business. Attrition fell by 45% and colleague engagement scores increased by 20%.

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refreshing service in contact centres and travel

Brief - re-invigorate Contact Centre service style

Designed and delivered programme to refresh service style to increase NPS and revenue targets. Through onsite events, leadership coaching programme and training sessions a new softer style of service was introduced to focus on customer needs. Learning was consolidated by team leaders in follow up one to ones and quality control coaching and was tailored to the different department's needs. Revenue increased by 15% and NPS increased by 20%.

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Can we help build your brand and your revenue? Can we create the next level of passionate people managers and leaders with you? We would love to get to know you and your business and how we can delight your customers!

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rebuilding trust with colleagues and trade unions

Improving Industrial Relations and building a foundation for change in FMCG and Logistics

Following a particularly difficult period with the Trade Union delivered a comprehensive programme based on listening across all colleague groups with clearly defined outcomes to demonstrate commitment to engagement and partnership. Events delivered to all colleagues with an emphasis on building an effective partnership to achieve joint goals. Specific leadership modules encouraged a new level of accountability across all levels of the organisation, followed up with new communication and engagement techniques to change the style and landscape of colleague experience. Results, industrial action averted and increased colleague engagement score of 30%.