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How we helped Laminex New Zealand optimise their Customer Service Centre by focusing on people, operational practices, and business improvement, leading to a 10-point increase in the Net Promoter Score, staff promotions, and new role implementations, achieving significant positive outcomes.
Laminex New Zealand is a long-enduring business providing surface product solutions, with manufacturing, sales and distribution. With an expansive product base, client-focused service, and long history, their strategy for supporting their team’s growth and success is vitally important.
The Executive Team recognised the importance of their Customer Service Centre in delivering on their customer experience strategy as a key differentiator in the market. The challenge lay in identifying what was required to meet that level of success. They needed to understand the people capability requirement, their current capacity, and what resources were needed to bridge that gap. Facing rising customer and internal complaints, they saw that a change in thinking was required.
Challenge The Way You Think was engaged to provide consulting services with a focus on our people optimisation services. Our mandate included the implementation of agreed-upon recommendations, with an emphasis on people optimisation, ongoing resource needs, operational practices, and business improvement opportunities. The ultimate objective was to establish a call centre where the customer experience aligned with the company’s overarching strategy of being a customer-centric organisation.
Our consulting services included a thorough analysis of call data, telephone system capabilities, and operational practices. Throughout, we kept both the executive team, and the customer service team abreast of our activities and their purposes. Our primary focus was on the people. We conducted interviews with staff, genuinely listening to their perspectives and opinions which were invaluable in shaping our recommendations for change.
Our people optimisation work involved close collaboration with the newly promoted manager. We identified the necessary capabilities for each role within the centre to ensure a customer-focused experience moving forward. We then facilitated a comprehensive assessment process, including self-assessments by staff and evaluations by their manager. This analysis clearly highlighted the areas requiring focused learning and development, as well as identifying individuals eager to progress, lead, or enhance their skills and experience.
The Customer Service Manager used our framework to implement competency-based recruitment, utilising capability scorecards to ensure the right people were engaged at the right time.
By adopting a transparent approach, directly addressing operational weaknesses, and prioritising people, we immediately began to see changes. Meetings with individual staff members were filled with ideas, leading to positive adjustments in their work methods even before any formal changes were implemented. Recruitment became capability-based, utilising capability scorecards to ensure the right people were engaged at the right time. Over the following six months, significant improvements were achieved, including:
Executive leadership support was a crucial enabler for the Customer Service Manager, empowering her to lead, drive, and support her team through change and transformation. These outstanding results were truly a team effort.
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The path to your next stage of growth & success can go down any number of routes, but they all begin with hello.
