Most organizations introduce an average of 300 changes every year, many of them marginally adopted.
If you want your changes to stick, invest in building leader capability!
First- and second-line leaders
We build leaders’ skill and habit through our 16-chapter learning series. It covers the essentials needed to promote a mindset of continuous improvement, unleashing the potential of your leaders and their teams. Some major topics leaders will learn, practice, and apply into day-to-day life include:
Our CEB played a crucial role in reshaping our agents’ outlook, fostering a unified approach to “service” and “sales”.
Throughout our multi-year partnership, e2G developed an in-depth understanding of our business and people. This enabled them to proactively offer insights and recommendations, ultimately enhancing the quality of every project.
This enduring relationship has had a profound impact on our agents, leaders, and in turn, our valued customers and business success.
Though TELUS’ far shore outsourcers achieved sales, their CSAT study revealed high levels of customer dissatisfaction. Attempts to balance “service” and “sales” through their “Solution Selling” initiative yielded minimal success.
Process Improvements
Change mindset and promote a balanced approach to sales leveraging TELUS’ customized CEB. To crystalize what “balance” looks and sounds like, and most importantly, how to deliver it, build tailored content and learning journeys that
Moreover, to support the mindset shift and boost business success via CEB excellence
Improvement in CSAT
Improvement in Sales Conversion
Improvement in Order Value
TELUS’ deployment of these learning programs delivered tremendous returns, as reflected in the stellar improvement in customer satisfaction, particularly in their Likelihood to Recommend results. They also enjoyed boosts to their sales results, new hire retention, AHT, and ESAT!
With their 12 certified Master Coaches, combined with a comprehensive library of resources — including nifty content like 20 CEB training videos and 12 Agent Sales Workshops — TELUS secured a clear strategy to support sustainment and fuel innovation.
Because of e2G’s Coaching Fundamentals series and a custom-built Critical Thinking Workshop, our mindset toward performance improvement shifted, fostering a genuine appreciation for each others’ roles and efforts.
I’m elated to share that we achieved the lowest attrition rates in our history and are seeing improved consistency in efficiency and critical thinking skills!
E-Comm 9-1-1 sought to strengthen the workflow between two groups in their fast-paced, and high-stakes environment:
Call Takers – handling incoming emergency calls – were a young team owing to high turnover. E-Comm 9-1-1 needed help with developing their critical thinking for quick and accurate hand offs.
Dispatchers – interpreting and actioning required services – were a unionized team of experienced associates. They lacked the capability to support their newly tenured colleagues’ progress.
For Call Takers, build a Critical Thinking Workshop to expedite their development in rational inquiry, evaluation and deduction skills.
For Supervisors, Dispatchers, Training & QA, craft a curriculum training them on proven leadership and coaching techniques that enable Call Taker team’s speed to proficiency.
Improvement in Attrition
Increase in Employee Engagement
Improvement in interest in Supervisory roles
The result of the dedication and combined efforts of all stakeholders at E-Comm 9-1-1 was
Coaching Fundamentals reshaped our understanding of “coaching”. Implementing these concepts and methodologies, our leaders across Canada and throughout our global centres, quite simply transformed our culture.
Consequently, we enhanced our consistency in prioritizing both customer and employee needs, fostering a more customer-centric and employee-centric environment.
Wanting to break away from the lackluster service the Telcom industry was known for, TELUS set their sights on being a market leader by excelling in all KPIs, starting with Customer Satisfaction.
Unify definition of exceptional CX and skills needed to execute consistently.
Build tailored content that support TELUS’ vision of Best in Class CX. Specifically, target the main groups at the heart of this movement and design curriculums that
Improvement in CSAT
Improvement in Repeat Calls
Improvement in ESAT
TELUS’ clear multi-pronged strategy galvanized their teams worldwide, inspiring them to adopt a decidedly customer-centric mindset and collectively shift their culture.
With a global cohort exceeding 1000 graduates in Coaching Fundamentals, among them 25 Certified Master Coaches, TELUS naturally succeeded in moving to the front of the pack.
TELUS’ laser-focus on the customer experience earned them industry-leading KPIs, including the lowest customer churn and lowest customer complaints in the telecommunications space several years running!
What a fantastic experience for our Specialists and leaders working through the CEB and Coaching Fundamentals sessions!
Our CEB was customized to align with our bank’s vision and purpose, enabling all Specialists and leaders to unite behind it.
I particularly appreciated having access to tools and techniques that empowered me to drive accountability among my team of managers.
BMO InvestorLine’s Self-Directed Trading group was struggling with a few KPIs despite concerted efforts to move the needle. Specifically, the team wanted help to resolve low NPS, high AHT, and Sales results fluctuating just below target.
Clarify BMO InvestorLine’s definition of exceptional CX and skills needed to move the needle.
Then, provide training, tools, and techniques that enable
Over target in NPS
Improvement in AHT
Over target in Sales
The Self-Directed team succeeded in turning the tides on NPS, AHT, and Sales. In fact, they saw a remarkable 25-point jump in their NPS within the first 6 months – just midway through the program!
On the heels of this success, e2G partnered with the Advice-Supported Investing team who were eager to resolve their low Sales. Using the same approach with content tailored for this functional group, revenue results trending upwards from Q1 and by Q3,exceeded target …as did their NPS. Cool!
Both groups report sustained gains and have consistently levelled up their game year over year significantly contributing towards the highest ever enterprise-wide NPS!
Managing numerous clients each with unique requirements poses a challenge for our agents. However, employing a structured and methodical approach to learning complex information has allowed us to fulfill our contractual obligations with ease.
It felt effortless working with e2G. They were very accommodating, tailoring the content specifically for our needs, and remained available afterward to ensure the learning stuck and we got the outcome we needed.
Apple Express was set to launch with a new client who required the highest standards in quality as well as SLAs for deliveries.
Having hired the team of front-line members and leaders, Apple Express needed the right training and development to enable the team in delivering the top-level care for this white glove account.
Design New Hire training to encompass
Then, equip leaders to support the team via building effective coaching and leadership skills.
Met SLAs for deliveries received
On time launch for new client
Attrition among New Hires
This discerning new client was delighted with the seamless transition of their business to Apple Express, praising their dedication to assembling a quality-focused team who took pride in achieving targets!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
Connect with us anytime to ask questions, share what’s on your mind, or discuss how we can help. We value your input and are eager to assist. Whether it’s inquiries, ideas, or challenges, we’re here to listen and collaborate with you towards solutions. We can’t wait to hear from you!
