CSat jumped from 4.3 to 4.52 out of 5, over the first three months. 

Story

The National Trust wanted to build stronger connections with supporters, right from the moment they join. The experience of becoming a member over the phone was at the top of their list – to make it less transactional and more emotional. 

Solution

Collaborating with their outsourced team at Capita, we: 

  • Reviewed the way new member calls were handled. 
  • Designed bespoke training to help advisers to inspire, excite and build emotional connections with potential members. 
  • Gave agents techniques to pick up on emotional cues, build rapport and show empathy. 
  • Trained the team, the team leaders and trainers. 

Results

As a direct result of our training, and how well the techniques are being applied by the Capita team, CSat jumped from 4.3 to 4.52 out of 5, over the first three months.