Case
Study

Client: CSIR

Solution: Sensory Intelligence® Workshop

Client Overview

The Shared Services call centre team of the CSIR was identified as a group with challenges in performance ratings, team conduct and accountability. Management wanted intervention to address these issues and to take the team performance and cohesion to the next level.  

The Challenge

The team struggled with productivity and performance. Their FCR (first call resolution) was poor and they were getting poor service ratings and feedback from the business.

How we Helped

The Sensory Intelligence® intervention included a

1) needs analysis,

2) one-day workshop on sensory intelligence® for teamwork and productivity,

3) post-workshop implementation discussion with management    

4) group coaching circle with the team

The objectives of the intervention were to improve performance levels, team engagement, customer satisfaction and business profits.  

The Outcome

 

  • FCR (first call resolution) rating went up from 33% to 74% and further improved to 81 %.  
  • Each team member was given particular service enhancement initiatives to master across all business sectors.  This meant that they had to elevate service levels for a particular function. An improvement of 70-80% was noted.  
  • Service portfolio growth and positive ownership of service delivery were noted through monitoring and surveillance. 
  • The call centre team gained more credibility across the shared services group. 
  • The team had clear goals and know their contribution to the organisation. 
  • There was a lot more focus on deliverables, targets and KPI’s.
  • Team members were taking more ownership and are more accountable. 
  • Participation in service monitoring improvements and service delivery enhancements occurred daily.
  • Self and team awareness increased; a more positive attitude and higher energy levels were prevalent.   
  • There was better and clearer communication among most of the team members.  

Our Connections

We’ve helped thousands of people and organisations be healthier, happier and more productive

5.0
Our Google Reviews
star star star star star

The Sensory Matrix™ and debrief is a must for any workplace or married couple. Understanding and acknowledging that people have different sensory thresholds and what those thresholds are will bring out the best in any relationship. This relationship could be personal or work related. So glad I did it for myself as well as for my employees.

Sakkie Basson

Owner of Sakkie Basson Rekenmeesters BK

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