News
October 2009
Power Train continues to work closely with Mercedes-Benz in their bid to climb even further up the JD Power customer satisfaction rankings in 2010. We are currently collaborating on an exciting and truly innovative industry-first project that is designed to add a new and unique dimension to their customer experience. We will give more details as soon as we are able.
Also during the month, the 'Look Who's Calling' programme for British Gas Business was launched to high acclaim with a thought-provoking, interactive presentation at their Divisional Conference. The first 100 Account Managers, Team Managers and Quality Team members will attend Customer Experience and Leadership & Coaching events in the run up to Christmas with the remaining 350 earmarked for the programme in 2010.
September 2009
Following its highly successul re-branding and an equally successful pilot programme, Aviva Healthcare has awarded Power Train a major contract to roll out ActNatural Customer Experience enhancement training to staff and management throughout its Contact Centres. In addition, Aviva has also commissioned us to deliver an adapted version of this programme to other key divisions of their business. To launch these programmes, we were invited to make a major contribution to the Aviva Healthcare Management Conference at the end of the month.
We are also delighted to announce that another of our clients, British Gas Premier Energy in Cardiff, has reaped rewards and recognition for the intensive development of their staff. At the European Call Centre Awards 2009, not only did they win the 'Best Centre to Work For' and 'Best Improvement Strategy' categories, they ended the evening with the most prestigious award, 'European Call Centre of the Year'. Well done to everyone in Cardiff!
Such has been the success of the 'Look Who's Calling' programme for Premier Energy that another major division within the organisation, British Gas Business, has awarded us a contract to adapt the programme for them. The programme will roll out in the autumn after being launched at a divisional conference in October.
And finally, our very own Team Secretary, Charlotte Baker, has completed a sponsored walk to raise money for a foundation very close to her heart. In 2000, Charlotte's mother set up an orphanage and school for girls in Andhra Pradesh in India. The walk raised an estimated £2,000 for this very worthwhile cause.
August 2009
We've taken advantage of the holiday month to commence work on a major project to expand and upgrade the ActNatural licensing and accreditation training programmes that enable our clients to appoint their own in-house 'PowerTrainers'. A wider and more comprehensive range of options will soon be made available with details to be announced shortly.
July 2009
Power Train are delighted to announce the successful delivery of our new 'ActNatural Selling' training event to staff in the JML Contact Centre in Sunderland. The event is designed to maximise results during challenging economic times by equipping staff to tailor their sales approach to meet the widely differing requirements of individual customers. JML is a well known name supplying innovative products and services ranging from household and DIY items to holidays. It sells through a number of channels including retailers, online, shopping TV and its own Contact Centre.
We are also happy to report that many of our clients are continuing to receive good news from their industry-specific customer service surveys. Mercedes-Benz has improved its position in the national JD Power Automotive Survey for the third year running. They are now up to third in the industry ranking for Overall Satisfaction. The summit must be in sight!
Also, both Virgin Trains and Chiltern Railways have improved their results in the National Passenger Survey with ratings exceeding the national average for Train Operating Companies.
June 2009
Congratulations to our colleagues at Aviva, whose branding from Norwich Union was celebrated on 1st June. With perfect timing, Power Train Customer Experience, Leadership and Coaching events will be piloted in Aviva's healthcare businesses in Southampton and Sheffield in early June, to help make the brand promise of 'individual recognition' a reality.
May 2009
Power Train took part in the Bristol 10k running event this month, raising £1200 for the Multiple Sclerosis Society.
The six runners of varying abilities, from a high-school 100m champion, to the cross-country dropouts all dusted off their running shoes and took part in the event. We use the term 'runners' loosely... as different approaches to the race included walking, staggering, and good old-fashioned jogging!
Power Train would like to thank everyone for their support and donations for this fantastic cause.
This month also sees the successful completion of the 'Class Leaders on the Road 4' communication roadshows, delivered by Power Train for Mercedes-Benz UK. Since January this year, we have delivered a huge number of events (189 in total!) for approximately 7000 delegates, at roadshows held throughout the UK. So far, we've received some excellent feedback from the delegates who attended the events.