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“the change in call confidence from the beginning of the workshop to the end is fantastic to see”

UPDATED CASE STUDY

 

 

Chatting with L & D Consultant from DixonsCarphone

 

 

What was the background surrounding you buying the equipment? In other words what was the business reason that caused you to look for this equipment?

We were introducing a new account management process which was to have a high focus on relationship building over the phone. We had no method of training our Business Advisors internally.

What is the target audience for the equipment?

All Business Advisors across the UK, store based colleagues working within the business to business market.

Did you explore any other solutions before buying PhoneCoach?

Yes, we looked at several options but the simplicity, flexibility & features of PhoneCoach stood out to us.

The Solution

What attracted you to the PhoneCoach system you have now?

The ability to use the system across different size groups by using more than one package when needed. The ability for someone to listen into the calls “live” as they are happening allowing for instant feedback while also recording the calls to allow us to share great examples at a later date or on the day.

How did it solve the problem?

We have been able to train our Business Advisors in groups of upto 24 which helps us keep the cost of training at a good level. Our field trainers have been able to provide a higher level of interaction with the delegates by sharing examples of good calls as well as highlighting regional differences which needed to be discussed which we were unable to plan before the workshops started.

How did you incorporate PhoneCoach on the programme?

We have used the PhoneCoach system across two national training initiatives covering 420 delegates. Every delegate has had a good level of practice at making calls as well as being able to receive calls and listen for the key elements that were discussed during the training. We have also been able to use some sound bites at our national conference to show how the training has benefited our Business Advisors.

What benefits has the equipment given
a) You, the trainer?

Greater credibility to the material, the learning experience was strengthened by the colleagues’ ability to listen back to the conversation; the trainer listening in to the calls was able to give clean feedback.

  1. b) The delegates?

Bringing the learning to life in a fun and realistic way meant that colleagues had the confidence to go back to store and make great calls as well as identifying what they were doing well and how they can make that call even better.

  1. c) The business?

The workshops contained four different types of customer calls and Phonecoach allowed the colleagues to practice each call in a safe environment. The increased confidence of our Business Advisors has led to a 2000% increase in outbound calls across the UK within a month of running the first series of workshops. This has grown a further 25% after the second series of workshops.

Are there any other comments you would like to make?

PhoneCoach has allowed us to give our Business Advisors real phone training for the first time, the change in confidence from the beginning of the workshop to the end is fantastic to see. The service and support we have received from PhoneCoach since purchasing the equipment has been fantastic and has allowed every workshop to run smoothly.

Update

We have used the two kits both in the contact centre, and now re-visiting all the stores in 2018 to train more Business Advisors.

 

 

For more information or to discuss how PhoneCoach might fit into your training needs please call 01323 765111 or email mandy@phonecoach.com

 

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