National Contact Centre and Operations Manager
Teachers Mutual Bank
2:50 PM Case Study: Creating a ‘Try Before You Buy’ Approach to Improve Agent Retention, Engagement and Flexible Working at Teachers Mutual Bank
Over 12 months, Teachers Mutual Bank has delivered a national approach to improve workforce engagement through incentivising flexible working. By shifting their recruitment focus to employ remote workforces, split shifts and casual agents, agents can ‘try’ before committing and therefore create a workplace environment that suits their needs. This approach has helped the organisation to optimise productivity, improve capabilities with a range of customer channels and strategically plan for future workforce needs and changing customer contact roles.
- Maintaining visibility on productivity of work from home agents through speech analytics and regular meetings with remote staff team leaders
- How creating split shifts and flexible hours has enabled better training and management of customer interaction on different channels from social media, webchat and telephony services
- Ensuring remote staff continue to interact with in-office staff through employing chat and video functions, and reward and recognition to encourage once a month visits