nib: The Journey to #1

How an ambitious goal to be Australia’s #1 sales contact centre increased engagement among nib’s people and improved sales.

Approach

A contact centre transformation program aimed to improve member (customer) experience increase NPS, lift sales conversion and build the capabilities of leaders to coach and develop frontline teams.

nib prioritised the importance of human interactions. Instead of just using metrics like average handling time (AHT), they focused on changing behavioural abilities to encourage genuine human connections between consultants and members.

In addition to an intent-based behavioural framework for frontline conversations, a framework was developed for coaching. Coaching conversations were calibrated in the same way that sales calls were. Calibrations increased quality and operating rhythms delivered consistency.

GRIST’s Behavioural Analytics team continues to analyse conversations (sales, service and coaching) each year to highlight strengths and identify opportunities for continued improvement.

Result

nib is Australia’s #1 Sales Contact Centre three years in a row.

Employee engagement and retention increases.

Regardless of who a member talks to, their experience is consistently great because all consultants are coached to deliver the nib customer experience.

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Client
nib Health Funds

Goal
Become Australia’s best sales contact centre

How
Improve the quality and consistency of customer interactions

Audience
Frontline, Team Leaders and Leaders of Leaders

Duration
2 years initial program, 2 years maintenance


Deliverables

Conversation framework

Frontline training

Leadership training

Coaching framework & operating rhythm

Behavioural analytics & calibrations


Operating Rhythms

Focus sessions
Weekly

Huddles
Biweekly

1:1 People Time
Monthly

Side by Side Coaching
Weekly

Calibration Coaching
Monthly


Calibrations

Member Call Calibrations

Team Leader/Consultant Coaching Calibrations

Manager/Team Leader Coaching Calibrations

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