BGL Group News
Fusion staff strive for five star customer service
Immediate release: 23 May 2012
Major Coventry employer, Fusion Contact Centre Services, has launched a new five star development programme for employees that provide customer service for Bennetts bike insurance. The new training strategy known as 'Bennetts Allstars' aims to increase advisors' knowledge of the Bennetts brand, help improve customer service skills and assist staff in developing a strong knowledge of the biking industry.
The five star accreditation scheme gives employees the opportunity to be formally recognised for their dedication to customers and understanding of Bennetts bike insurance. The tiered approach means that depending on the level at which the employee is performing, they can earn between one and five stars. In order to achieve a star, advisors must complete various tests, challenges and assessments to demonstrate customer service excellence, a strong knowledge of motorbikes and 'what's hot' in the biking world.
Andy Talbot, Site Manager at Fusion Coventry, said: "Bennetts is one of our most exciting brands and the team is always eager to learn more. The new training programme will help bring advisors even closer to the brand and its customers. We already run regular biker specialist sessions and competitions to help build and strengthen advisor knowledge around bikes – we've even had motorbikes and equipment brought into the contact centre.
"The five star awards programme adds another layer to our employee development. By combining learning with prizes and incentives, such as biking event tickets, we will continue to recognise employees for their hard work and motivation to learn more."