Client introduction:
Convergys is one of the biggest and largest Business Process Outsourcing Organizations in India offering thier services to various Financial Services Companies in India and overseas with presence multiple continents.
The problem:
The client staff already had all the required skills. However they were low on energy because of past target failures and they were also dominated by the recession.
The goal:
Boost the employee energy levels and make them more confident even in recession time
Our solution:
Mitesh Khatri and team worked with the staff and understood the depth of the issue. On discussion it was understood that the staff already had all the required skills. However they were low on energy because of past target failures and they were also dominated by the recession. A lot of their staff had started believing that since their customers were impacted by the recession period hence meeting their customer satisfaction targets was not possible.We designed and executed a 2 hour long exercise with very specific tools. With this Strategic Training Program we were successful in increasing the Energy, Motivation & thus Performance of the Convergys staff.
Key results:
- Within one month of the program team Achieved their Targets near record levels.
- They beat their competitors in that month for the first time. The Energy & Motivation on the floor went sky high.
- The customer satisfaction results improved and the financial services client is very happy with the performance of the staff.
- Most importantly their staff is now equipped to produce results in-spite of the recession or any other external factors.
- Their results have been consistent for 3 months now and the impact of the workshop on the results and employee motivation has been endorsed by their Center Director - Deepak Mathur.
Client's feedback:
The client has been happy to see their staff is now equipped to produce results in-spite of the recession or any other external factors. Result of case study and training solution provided by Mitesh Khatri is so much visible in employee's activities.
Conclusion:
Consistent boost to employee energy can improve the productivity and confidence through analysed training solutions. This can have the long lasting impact on the company culture and to the customer satisfaction ratio.
