Case
Study

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.

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.  

• 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.