Financial Services
Competition between banks and other financial organisations to sell products with similar features is fierce. Employees require sophisticated client-facing skills and call centres are now a central feature of the market, needing effective customer service and the skills to cross-sell and promote products.
Our Financial Services Clients
Our financial services clients include Santander, HBOS, LLoyds TSB, The Post Office, Prudential, Nationwide, Barcleys, Royal Bank of Scotland and Siemens Financial Services. See our case studies page for full details on the variety of services we've provided in the financial sector.
Santander
We worked closely with the client to develop 'SHINE' Mystery Shopping aimed at delivering a genuine customer view. Promoting and enhancing the recently introduced service initiatives and providing timely and actionable information were also key objectives of the programme.
Lloyds TSB
Following a period of acquisitions and significant change, Lloyds TSB Commercial Finance needed to conduct an internal review to assess its employees' understanding of the brand and their perceptions of the new business.
Nationwide
Within the their head office, contact centres and branch network, Nationwide wanted to reward employees for outstanding achievements, matched to a number of performance criteria, including sales and service measures.
