The challenge 

Returning offshore call handing for complex fraud cases to the UK meant setting up a new service centre. Barclays wanted an induction approach shaped around existing technical systems that could be flexed to meet the needs of both new people and colleagues who had transferred in.

The sensitive nature of calls meant it was crucial for colleagues to be highly competent in the skills needed to handle people in a state of high anxiety as well as, in-depth technical knowledge to deal effectively with complex cases.

The solution 

An induction framework that put the customer at the heart of every conversation with technical and system knowledge layered around the interaction so colleagues learnt everything they needed to know in a contextualised way. 

Given the mixed delegate make-up, a modular approach provided Barclays with a flexible solution to fit around colleague experience and tenure.

Based around 4 main customer profiles and fraud occurrence types, this creative solution featured gamification principles, eLearning and digital elements as well as introducing a model office to build confidence and drive speed to competency.