The Co-operative Bank offer the whole range of financial products, all guided by their unique ethical policy and focus on great customer service.
They have 3 million customers in the UK offering innovative products such as armchair banking and the Bank was the first to offer an interactive TV service. The bank's ethical policy shows that ethics and successful business really do mix, having won the bank awards for their sustainability policy and business commitment to the environment.
Focusing on the personal loans enquiry & application process,
Global Insight’s concern on this bi- annually run project is
with call centre staff performance. The research is run in conjunction with a quantitative survey questioning potential customers on their reasons for non take up of loans.
This is to ensure that the Co-operative Bank is provided with both customer’s subjective opinions and mystery shoppers objective ones.
Working in partnership with the Co-operative Bank, Nunwood created genuine personal loan requirement scenarios to ensure that call handlers service delivery was accurately measured in life like situations.
Using Nunwood’s Film Production division we convey key themes from the mystery shop exercise in an interactive and engaging way that demonstrates to staff the impact of an excellent experience.
Following a detailed debrief to the research department, the project findings are presented to call handlers in interactive workshop sessions. This allows communication of full explanations of the outcomes of each wave of the project and the reasoning behind performance targets set.
In addition to this, the sessions involve all members of the team in the decision making process and gain their commitment to driving the business forward.
