Inge-Marie Hilligan, Head of Strategy and Change for Standard Bank Credit Rehabilitation and Recoveries, shared learnings from their WoW Transformation Journey in partnership with Game On Performance Solutions.
Standard Bank’s CRR division set out to change their Way of Work with the WoW Transformation Journey. In line with the bank’s strategy, customers should experience their interactions with CRR’s call
Through a partnership with Game On Performance Solutions, an Agent Learning Journey was designed. Agents underwent classroom learning that taught them the new customer-centric call flow steps and how to use
It wasn’t just about changing a script – agents needed to learn how to change their conversations. As such, agents practiced their new skills in a simulated call
As leaders became competent hands-on coaches through a Leader as Coach Learning journey, conversations between people changed. Leaders were applying
Experiential learning was a game changer. Agents and leaders were supported as they applied their new skills at work. Observations, feedback and coaching sessions that address development areas ensured continuous improvement.
According to Inge-Marie Hilligan, the biggest lesson they