BT call centre environments – internal engagement
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BT want to be number one for customer service. They know that to achieve this they need the people on the front line, in their contact centres, to understand their objectives. And the best way to engage them was in their day to day working environments.
This is where we came in. Using BT’s internal illustration style and ‘the difference is you’ core message, we created a flexible approach that could be rolled out across all sites with any budget. From establishing a fresh and vibrant colour palette to enhance the interior spaces to developing a range of quirky images, messages and engagement packs.
It’s all helped to communicate BT’s brand values and business objectives and make employees feel core to its success. We’ve transformed 18 centres so far and there are more in the pipeline. The first phase of the project showed a +36 point shift in employees perception of their workplace and their value to the company.
We’ve had some great feedback from the people working in the new environments that show it’s really working.
