The Challenge: Major transformation: Delivering significant new technology and successfully managing the subsequent change into the business, all under the watchful eye of customers net promoter score (NPS).
What: Open speech, new integrated desktop, extended self-service, home-based workers, operating model.
Flare Design worked with Westpac on its 3 year transformation program, delivering many best practice solutions into the contact centre between 2010 and 2012. During this period of customer focused development, Westpac lifted NPS from mid 40’s to 60’s, something the transformation teams and business are rightly proud of achieving. These results have been widely shared by Westpac and make for fantastic case study into the return on investment into these types of programs.
Our initial focus was on the delivery of open speech, to replace the IVR, extending both the automation performance and internal operational efficiency. We were engaged at initiation and research of customers, leading to the design of the program, business casing, design, testing, implementation, pilot and launch.
As the transformation progressed, and after open speech was implemented, our success in driving the open speech change management led to our engagement, and specifically Hayley, managing and mentoring the business change team and driving the people change.
Many of the elements of the transformation program are widely considered best practice.