Needs Assessment for Actionable Outcomes
Financial Services
The client
Contact Centre within one of the top 5 Canadian banks
Challenge
- Vision to become “the #1 Bank Contact Centre in Canada”
- Commitment to shift culture from a service centre to a sales-and service-focused business
- Customer Service Reps required to conduct advisory dialogues, with new predictive tool
- Desire to:
- Assess Rep readiness to adopt new customer dialogue skills, new product knowledge, and new system usage
- Formulate plan to enable leaders to lead change and equip Reps with new required knowledge and skills
HORN Solution
- Conducted a thorough Needs Assessment from the inside-out
- Utilized a four-step methodology to deeply and broadly understand key stakeholder perceptions:
- Step 1 – Explore the Landscape
- Examine the current environment
- Define the current versus desired future state
- Identify who will be affected and anticipate how
- Step 2 – Ask, Listen and Ask Again
- Invite those impacted to share their perspective, freely
- Uncover fears, hopes and desires for the future
- Define the problem/opportunity and seek feedback
- Step 3 – Summarize
- Compare perspectives
- Observe patterns
- Identify the context of the purpose
- Step 4 – Ask “So what”?
- Step back and consider all information in the context of the purpose/desired future state
- Develop implications, solutions and action plans