High Performance Behaviours    

Case Study - Financial Services (All Business Units)

The Challenge:

• Increase close ratios, cross-selling and profit ratios resulting in significant performance improvement

• Improve sales across multiple divisions creation of a high performance corporate and team building environment

• Interventions were to take place within service centres, contact centres and lending environments to create behaviour change & business performance

Project Design and Implementation:

HPS developed a fully customised curriculum ranging from Culture Change, Management, Leadership techniques, Sales Techniques, Contact Centre Selling, Customer Service Training enabling Corporate Team Building.

HPS also then trained a series of senior coaches in the specifics of these techniques, who then brought this work to life in the organisation.

What did their people say?

• HPS has over the past 4 years provided us with a number of business performance interventions that have significantly contributed to the development of our teams and their performance improvement.
   
• Over the first 12 months of their engagement, sales across the entire organisation increased by 40% overall results varied between 15-100%.
   
• The HPS interventions at ran across senior management from Contact Centre, Loan Managers, Branch Managers, High Net worth Relationship Managers etc.
   
• HPS's ability to elicit desired changes in management behaviour ensured the engagement was a most cost effective contributor to increased sales. I highly recommend them to any individual or organisation seeking to improve and improve quickly.

Successful Outcomes Achieved:

• Results of the training were that sales increased across the entire organisation resulting in increases of millions in after tax profits.

• The conversion on existing insurance sales as a percentage of target went from being a consistent 50% of target maximum to a consistent 85% of target with many teams making 100% of target plus monthly.

• Contact centre team members in Customer Service, Loans and Direct Sales were trained in phone negotiation and selling techniques.

• Within four weeks of teams conducting the training, their KPIs in customer service had risen from 45% to 95% of target.

• Specific contact centres on their core product lines increased more than 200%; on products that we had been asked to select and train specific strategies around, including add on selling and insurance.

• Senior management used a tool called iWAM an inventory of work attitude & motivation to learn more about each other and were able to negotiate a win/win situation where they had been at loggerheads prior.

• This tool enables teams to understand the way they use language to make requests, by the senior managers realising the major gaps in the way they spoke, they were able to change to get completely different and exceptional results while communicating with their peers.

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