Financial Services
The financial services sector is large, complex and ever changing. Deregulation has allowed financial service institutions to offer a much wider range of products than before and at the same time, the way banks and building societies do their business has also changed. More and more personal accounts held with banks are now accessed either by telephone or through the internet. Most cash transactions are done anonymously via ATMs in supermarkets, shopping centres and petrol stations and can be accessed 24 hours a day and 365 days a year. Customers are more likely to visit their bank to organise a mortgage, life insurance or investments than they are to make a withdrawal from their bank account.
Competition between and among banks and other financial organisations to sell products with similar features is fierce. Call centres are a central feature of the market, providing customer advice and cross-selling of products. Employees require sophisticated client-facing skills as well as professional qualifications.
Examples of our work
Barclays Bank - The Way Ahead
To be number one in the changing UK financial market Barclays needs to remain at the leading edge. To achieve this it has to defend and extend UK banking, build new international markets, grow a world-class global product business and develop operational excellence. As well as attracting customers, Barclays has to maximise the value of its loyal ones - a challenge made easier if branch and call centre employees deliver an outstanding customer experience.
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Lloyds TSB Commercial Finance - delivering culture change
Lloyds TSB Commercial Finance has been a specialist in providing asset finance for over 40 years and employs around 10,000 staff in the UK. Following a period of acquisitions and significant change, the organisation needed to conduct an internal review to assess its employees' understanding of the brand and their perceptions of the new business.
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Nationwide - ‘Fruitful’ integrated benefits and reward platform
Nationwide, the largest building society in the UK, wished to reward its employees - within the branch network and contact centres as well as at Head office - for outstanding achievement over a number of performance criteria, including sales and service measures.
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