Virgin Media

Top 3 UK broadband provider with revenues of £4.6 billion. 12.5 million UK customers, 4 million home visits by engineers.

Creating a coaching culture amongst managers and leaders

'iLead programme' supporting embedding of Voice of our Brand across 4 UK contact centres Clarity on leadership.  Partnered with Enthuse working with front line teams.

Working with leaders and all management / team leaders on key aims of a) creating Vision for high customer experience and b) creating a coaching culture to deliver the experience in every interaction. Making the Voice of the Brand work come to life through all levels of people.

  • Engaged the hearts and minds of the leadership team and departmental managers to create a vision for customer excellence
  • Improved call quality, efficiency
  • Improved people satisfaction in engagement scores
  • Improved customer feedback 
  • Highest performance from one site which was closing down due to work with senior management