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.
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