The plumbing product producers gave a presentation at the Wembley Stadium event that outlined how the project was sparked by a company-wide survey that ranked customer services as the lowest scoring for employee engagement.
An action plan was developed, which included tactics such as removing the call waiting boards from view, reframing terminology from negative to positive, focussing on accuracy over errors, and availability over unavailability.
From a holistic perspective, ‘Fun Fridays’ were initiated, along with increased charitable endeavours and exhibition, event, and awards attendance, all with the aim of bolstering staff loyalty and motivation.
A company spokesperson said: “The way the department managed relationships changed, too. One-to-one reviews became a priority and were structured around the needs of the employee, and what they wanted to discuss, rather than what management wanted to say. Furthermore, inter-departmental action learning groups were implemented, to create greater understanding and consistency across the business.
“These strategies, and more, resulted in us becoming the UK’s 70th Best Company to Work For in 2016, and, by continuing to listen and action employee feedback, rose to 61st in the rankings for 2017.”
Judges awarded Bristan Gold in the Best Employee Engagement – The Voice of Employees category, while the firm’s presentation on how they improved CX through their contact centre won them Bronze in the Best Contact Centre Small – Customer Satisfaction category.