the proof is in your people: developing a distinctly virgin customer service
TRANSCRIPT
DEVELOPING A DISTINCTLY VIRGIN CUSTOMER SERVICE
THE PROOF IS IN YOUR PEOPLE
JAMES SAMPERI DIRECTOR, ENGINEEMMA WATKIN, SENIOR QUALITY MANAGER, VIRGIN MEDIA
Virgin Media 2015UK’s leading quad-band provider
5m customer relationships serving 12.5m homes in the UK
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Virgin Media 2015UK’s leading quad-band provider
Ambition to add 4m more in the next 3 years. Making 16.5m
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Why is this interesting for us (and hopefully you)
Design of people-led serviceCultural changeImplementationCommercial Impact
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Vision setting .iSee
Creating a mindset for great service.
iSenseEnabling our
Managers to lead high
performing teams.
iLead
Creating and embedding behavioral change frameworks to guide
iAct
Right people, right training,
right tools
iKnow
CAN WE MAKE THE SERVICE A REASON TO STAY, BUY & RECOMMEND?
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CAN WE INCREASE
REVENUE AND PREVENT
COST?
CAN WE MAKE THE SERVICE A REASON TO STAY, BUY & RECOMMEND?
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CAN WE INCREASE
REVENUE AND PREVENT
COST?
AND CAN WE KEEP DOING IT?
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How could we make customer happier everyday?...
•! Fix things first time around.
•! Give reasons to stay & create commercial gains.
•! Deliver Virgin Branded experience.
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How can we make it happen?...
• Implement appropriately
• Embed the way of working
• Spec the systems and processes
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INTRO VIRGIN MEDIA INTRO ‘I really found VOC a difficult KPI to achieve. I
felt I was doing the best job possible and still I was getting surveys through which customers weren't rating a 5 and couldn't work out why. I felt this was an unfair KPI that I couldn't control. But I was wrong!
I listened to my calls in Selfie sessions and using the VoB framework I was able to recognise how I could make my conversations more memorable’
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INTRO VIRGIN MEDIA INTRO RESULTS
10,000
£1.25m
17% increase
30% increase
Successfully trained
Annual financial benefit from reduction in churn attributed to frontline actions and behaviour
Positive behaviours recognised by customers from 2010-14
In operational NPS (contributing to customers likelihood to recommend)
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