David Bradshaw Spills the Beans on A Three Year Vision At ING Direct

Posted: 04/14/2010

Perhaps you have seen the orange ING Direct cafes in your city. Customer-centric ideas like the ING Direct cafes set the brand apart from its competitors. The contact center has the same obsessive attention to both branding and customer service. Innovator David Bradshaw, Vice President & Head of Sales and Service, is proud to be part of the ING story and re-vamped the contact center with a three year vision.

Three years later the ING contact center agents are still passionate about delivering great customer service-and they do it well. In this video find out how Brashaw helped ING ignite a three year vision by looking at: the rocky economic environment, the amalgamation of two call centers and business lines, organizational changes, call volume and the overwhelming amount of new hires.

With CEO and leadership buy-in, Bradshaw launched a program that helped ING exceed sales targets and decrease absenteeism rates 30 percent year over year. He also brought attrition down to 18 percent. Bradshaw presented his compelling story at IQPC's Call Center Summit in last January.



Bradshaw leads all client facing functions (with the exception of Mutual Funds). He and his team handle the ING cafes which include face-to-face customer contact for the non-branch physical locations in Toronto, Montreal, Calgary and Vancouver. He also leads the financial advisor channel for savings products in addition to the lending and savings call centers in Toronto and Ottawa. Bradshaw admits he loves to be around people and thrives from working in the call center environment. He enjoys completing the call to action from the customer. ING set out to build a time bound achievable overhaul on their customer service offering. Bradshaw managed to achieve this vision in addition to creating a culture of ownership in the call center. Find out more about how Bradshaw increased call center engagement over 80 percent .in this keynote case study at Call Center Summit.

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