“Champagne Moments” are the order of the day for Lloyds TSB as they implement their call centre NVQ programme. – The company has introduced a Call Handling National Vocational Qualification (NVQ). This will enable contact centre staff to participate in an apprenticeship that gives them on-the-job contact centre experience, career development, and a nationally recognised qualification.
Approximately 120 agents at Lloyds TSB Asset Finance Division in Cardiff are to take part in the Modern Apprenticeships (MA)/Call Handling NVQ Programme, with more interested in signing on. The programme has been enabled by voice recording equipment from Witness Systems. Assessment is outsourced to Route One Solutions, a Cardiff-based company that specialises in the recruitment and training of staff in the contact centre industry.
Mark Crocker, from Lloyds TSB Asset Finance Division, believes it is essential to promote more motivated agents, team leaders and management, since agents determine customer satisfaction levels. “We started the programme in October of last year. We knew that we were doing something right when we had 109 people apply for the 30 places on the pilot programme – and some of these weren’t even from the call centre”
The introduction of the call recording system has allowed the introduction of “champagne moments.” If an agent takes a good call they can record the call as a “champagne moment”. The champagne moments can then be celebrated with the team leaders and can form part of the appraisal system. Lloyds TSB also back the champagne moments by giving out small prizes in the form of little Oscar like trophies and even prizes of Red Letter days.
The praise seems to work – “Staff are more motivated in their role” comments Crocker.
Teg Matthews from Route One Solutions carries out the assessments.”Using voice recording and screen capture functionality has proven to be exceptionally useful in evaluating agent performance and providing a true assessment of the customer experience. It enables assessors to understand staff performance by sourcing evidence of how agents undertake their tasks and why, without impeding or interrupting daily duties to service customer needs. Areas of improvement can be identified for further agent development and progression.”
Feedback from the agents has been very positive – one of the team leaders wrote in her assessment form “This has had a positive on the members of my team as it has created more variety in their work. Instead of just answering calls they are set other tasks to complete – which they enjoy”
When asked about how the programme was implemented Mark Crocker comments “The thing that we learnt is that you have to take people with you. If you are introducing some new technology, or a new programme, make sure that you do workshops up front. See if it has an impact and carry out a pilot. When you have 30 people on your side you get a buzz and you can take it forward.”
It all boils down to one simple rule – don’t plug it in and walk away.