Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw
When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over 80 percent by looking at the following: the rocky economic environment, the amalgamation of two call centers and business lines, organizational changes, call volume and the overwhelming amount of new hires. Tasked with a complicated challenge, Bradshaw and his team also focused on getting 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, a speaker at IQPC's Call Center Summit in January, gives Call Center IQ a sneak peak of the case study he'll be presenting.
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 in this interview with IQPC producer Lisa Schulman and Call Center Summit speaker David Bradshaw.