LEARNING & Capability growth
Building confidence & capability for complex customer confidence
CLIENT
IAG, Coles Financial & CGI
AREA
Challenger Products
INDUSTRY
Financial Services
YEAR
2017
ROLE
Lead Service & Learning Designer
CAPABILITIES
Capability uplift, Coaching, Channel Strategy, Customer Experience, Learning & Development
A large insurer needed frontline teams across multiple offshore locations to confidently navigate unprecedented pricing increases, requiring a redesigned training model and a human-centred uplift in communication capability and supporting service framework.
THE PROJECT TIMELINE
MEASUREMENT
We tracked indicators such as:
Reduced escalations from high-risk customer calls as capability and confidence increased.
Higher agent confidence scores throughout the transition, demonstrating stronger clarity, buy-in and emotional readiness.
Positive qualitative feedback including a standout testimonial from a team member who credited the program with opening new career pathways.
CALLOUTS
BUILT frontline confidence to handle high-stakes conversations with clarity & empathy
A human-centred uplift helped teams navigate pricing increases of up to 400% while protecting trust and sentiment.
Delivered measurable reductions in escalations & unlocked leadership growth
Agent confidence scores rose throughout the transition, and several team members progressed into new roles due to strengthened capability.
Peer-led coaching, real call insights and practical frameworks enabled consistent, confident communication across locations.
Co-designed a scalable capability model with offshore teams
BEHIND THE SCENES
facing customer impacting change?
Let’s build the tools, rituals and support your teams need to respond consistently and with empathy.