Employee-focused communications improve performance
A large Canadian bank asked Learning Communications to restructure, rewrite, and redesign information in the online reference library that call center staff used when servicing telephone customers. An extensive needs analysis revealed that staff recognized the importance of the online library, but rarely used it because of the difficulties in accessing key information quickly.
A potential ROI of $3.5 – $15 million over three years
To measure the financial benefits of our work, we collected and compared data on the performance of staff using the existing and revised information. The results were dramatic. Call center staff using our simplified products were quicker, made fewer errors, and required less support and supervision.
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"With the current system, staff scroll and click all over the place, and then end up putting customers on hold and calling us. With your system they’ll call us less and feel better about doing their jobs."
– Supervisor of Help Desk
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