Royal Bank of Scotland

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Home / Case Studies / Royal Bank of Scotland

Royal Bank of Scotland plc

Client Testimonial

"The enthusiasm that people have brought back to the working environment and has had a positive impact on personal and business goals. This is directly attributable to the programme you delivered. Our expectation was to deliver high quality leadership training to our managers and give them more confidence to try different approaches. Our expectations have been met and the changes implemented will definitely support our business moving forward"

Rob Lee - Recruitment & Retention Manager Royal Bank of Scotland plc

Issues

Facing challenges within its regional service centres with customer service levels and sales performance, RBS needed to enhance effectiveness. Staff attendance needed to improve, as did quality and management performance.

Solution

We designed a communication strategy to inform employees of the goals of the project and encourage their participation. Alongside this, we worked closely with the client to design a programme of events to develop an awareness of best practice management, together with new behavioral and skills models to maximise personal and team performance.

Outcomes

• Management performance was boosted by up to 40%
• A new coaching process that improved morale and relationships
• Greatly enhanced sales and service performance
• Call durations reduced whilst call quality improved
• Short-term absenteeism dropped significantly

Call Summit today on 0845 052 3701 to find out how your company can benefit from our unique training programmes.