White papers

ea Consulting Group (eacg) welcomes this opportunity to respond to the various questions posed in the above consultation paper. This follows our earlier submission to DP10/2 ‘Platforms: delivering the RDR and other issues for discussion.

 We anticipate that the platform market will continue to grow. Whilst providing a discrete customer service through a variety of business models, it is vital that platforms be permitted to prosper on the basis of a level regulatory playing field with the rules fully reinforcing the general principles promoted by the RDR for the retail investment sector.

Hard Measures For Soft Skills  - Enabling World  Class Customer Experience

No one would open a new business, roll out a new product or even hire a new employee without  knowing – not “thinking” or “guessing” but actually “knowing” – what they could legitimately expect to receive in return.  Indeed, none of us  would expect to ask for something  without  having  a  pretty  accurate idea  of  what  the  provider  could  expect  in return.

So  why,  when it  comes  to  the  training  and development of people, are we not prepared for the inevitable response to our question of  “Can I get some training for my inbound call advisers?” Likely responses (from the line manager/ MD/ CEO or owner) include “And what   will   the   training   do   for   the business/ bottom line/ shareholders?” (or words to that effect).

Modelling Success in your Organisation - Enabling world class Customer Experience

What ‘makes the difference’ in your top performing Call Advisors and how to bottle the ‘it’ factor for others to learn

Have you ever considered what makes your excellent performers, excellent? Surely by the law of averages, people recruited against the same criteria, for the same type of job, who attend the same induction and training programme, should not differ in performance as much as they do? Well, in theory that is  -  but as we know, the truth is often a very different story.

What would it be like if you could take your top performing call advisors, managers or leaders, sit them down and ask them to explain how they do what they do and what is ‘the difference that makes the difference’? And to do so to the rest of  their team and  explain it in such as way that everyone  one understands and can then go and replicate and apply these behaviours for themselves? Great thought, isn’t  it?