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.
Collaborating with their outsourced team at Capita, we:
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.