Soft Skills and Behavioral training

casestudy

Communication Capability Enhancement

Client
The shared services arm of a leading global FMCG company.
Business Objective
Improving internal customer service standards by
enhancing the Customer Service Department’s telephonic communication skills.
Target Audience
Customer Service Department.

our solution

Work Better (WB) deployed its signature Result Focused Learning Approach to help the client meet its business objectives. The approach involved:
  • 01 Result Focused Diagnostic Study A comprehensive diagnostic study was conducted involving several diagnostic meetings & calls with the relevant stakeholders to garner exhaustive insights into problem faced by the client. Mystery audit calls were made to identify areas of improvement to achieve the desired internal customer service standard.
  • 02 Result Focused Active Learning Workshops Based on the diagnostics result, WB communication experts designed customized active learning workshops to upskill over 150 tele-executives in clear & unambiguous communication, assertive communication, solution-centric communication, and telephone etiquette.
  • 03 Result Focused Learning Implementation A rigorous 3-month learning implementation program involving daily micro learning tools was devised to reinforce learning and ensure implementation on the job.
  • 04 Result Focused Learning Measurement Proficiency evaluation tests were conducted at the end of the 3-month learning implementation program to assess the tele-executives.

outcome

  • The proficiency evaluation tests showed improved scores in various parameters of communication for 46% of the executives trained.