Case Studies / Customer Experience

Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm

Financial Industry

Scope

• A Fortune 300 investment firm engaged Northridge to design and deliver a structured (in-person and remote) coaching and training program for frontline contact center managers to support the successful implementation of their new Frontline Excellence Model.

• Program goals included:

  • Building and strengthening frontline professional and leadership (manager/director) capabilities

  • Identifying process improvement opportunities and embedding a root cause problem solving approach at the frontline to improve the participant experience

Process

• Northridge developed Frontline Excellence training materials which included appropriate performance metrics for each team.
• We identified process improvement opportunities and created a focus on coaching by clarifying roles and accountability.
• Northridge developed and delivered Frontline Excellence training program pilots to selected teams including separate training for new hires to accelerate the learning process. A continuous improvement program was developed to enable best practice sharing and drive business process enhancements.
• The programs were designed to enhance the culture of performance management, simplify metrics and coaching to behaviors and numbers, and reinforce schedule adherence to ensure appropriate availability to clients.

Results

• The Frontline Excellence Model was successfully piloted across teams.
• The number of managers reporting coaching sessions with service professionals were “good” or “great” increased from 25% before the pilot to 100% afterwards.
• 100% of service professionals reported 1:1’s, team meetings and huddles were effective.
• Teams realized steady improvement in participant experience and operational efficiency.
• Teams demonstrated a deeper understanding of KPIs/reduced KPI manipulation.
• Team engagement and resource utilization improved.