Creating deployment-ready staff for building society’s web chat launch

Background

One of the UK’s largest building societies approached Davies for help ensuring their fresh web chat functionality had deployment-ready advisors who would meet customers with the tone, language, and professionalism aligned with the business from day one.

How we helped

The Davies approach to this programme delivery included assessing the company’s tone of voice represented across their marketing materials and ensuring it aligned with the training being given to the advisors. We looked into preferences on a scale of chat options, including use of emojis, abbreviations, and attitudes towards pre-determined responses.

During our analysis, we found that the age of the advisors was significantly younger than that of the customer base, and so to bridge this gap, we offered a programme with five focuses. These were: on-brand tone of voice, correct syntax, proper context for when to use auto-responses, practicising chats that built confidence and knowledge, and learning sustainment through leadership coaching.

Results

Our training programme was delivered successfully with delegates who in turn scored all elements of the sessions between 90-100% for satisfaction. The programme was described as engaging, informative, specialised, relevant, and memorable. And the company saw consistent customer satisfaction scores compared with phone contact customers in the three-month period following the training.

We also included training on the sustainability of the quality strategy that evaluates the chats and a recruitment process to move telephony advisors into the web chat channels, meaning the company could ensure continued success following deployment of their web chat.