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Financial giant
Creating a train-the-trainer model with the help of a pilot development project
Problem:
Customer satisfaction with the quality of customer service and response times is too low. It was identified that there are challenges throughout the organization, and a common model should be created to develop processes and enhance skills.
Objective:
To better understand the bottlenecks and quality issues in the process. To correctly role and resource customer service. To create a train-the-trainer model that can effectively develop and standardize service processes, while providing the organization with a low threshold to participate in development work.
Implementation:
The project was implemented over approximately 4 months in collaboration with a project team nominated by the client (2 development personnel).
The project group met two 1-2 days a week for workshops, training, interviews, process mapping, etc.
Result:
After the pilot project, the roles for development were defined within the organization, and owners of development areas were trained in each unit. An escalation model for problems and development ideas was implemented, along with regular development reviews.
Job satisfaction in the unit increased, and personnel involved in the project were trained and assembled as
