Case Study: Nationwide boosts customer service and staff morale with top- down behaviour change model  

The Challenge

• Improving customer service through behaviour change driven by line managers
• Encouraging active listening by call handlers
• Embedding a culture of positive reinforcement over corrective conversations
• Achieving permanent culture change 



• Introducing the industry-standard GROW model with iESE's support
• Focusing on improving active listening
• Reducing failure demand calls - where customers make an avoidable call - and increasing 'right first-time' outcomes 

Why iESE?

• iESE's experience across public, private and the voluntary sector gives it a wide-ranging perspective
• iESE's core values are well aligned to Nationwide's not-for-profit model
• iESE consultants care about the success of a project and work side- by-side with in-house personnel 


• On-hold time reduced by 24 per cent
• Repeat calls reduced by 21 per cent
• Call backs reduced by 13 per cent
• Staff absence dropped by more than two per cent
• Attrition improved by 50 per cent 


"The iESE consultants built a good rapport with our team, They are very down to earth, keen to get feedback and grow the model from those actually doing the job. I would definitely recommend iESE. Nationwide isn’t big on bringing in consultants, but from a values point of view, iESE and Nationwide are well aligned.” -  Julie Collins, Head of call centres, Nationwide