Multiple Interventions |
Net Promoter Score Journey
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R.E.D has been associated with the Citi Journey for over 4 years. The journey began with preparing the trainers to implement the NPS process in 2013. We shared best practices from the banking industry and our experience with multiple clients in delivering measurable increase in NPS; we shaped the skill development of their agents through the NPS journey.
EDGE - Everyday Great Execution
Roll Out Process
The first step was to create a process to deliver customer experience on call and raise the Net Promoter Score. This also resulted in higher upselling opportunities. The core process included. Working with the TLs, Quality, & Sales teams to apply a RED tool to understand customer need & personalize customer solutions 
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TestimonialThank you for the time and effort on our Skill Building workshop- EDGE- Every Day Great Execution for the Citiphone pilot groups across 3 locations. Right from the research and Training needs identification phase to the actual deployment and sustenance continuity model phase- we have been extremely satisfied with the effort, detailing and training delivery of you and your team.
The early results look very encouraging. The results show a 19% improvement in RSAT – 61% pre project and currently trending 78%. The internal metrics also show positive trending with 1% improvement in call quality and drop in defects by 1%. One mini group is at 100% RSAT currently and one location leading at 88% RSAT vs pre of 59%. This is extremely heartening and gives me huge amount of confidence in the project. Pallavi Singh Goel Vice President – Training Other Customer Stories
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