Buzz is the word at the Co-op

Buzz is the word at the Co-op
Contact Centre, Retail

Buzz is in the air at the Co-op Headquarters, Angel Square, Manchester. Having already won several awards for being the most improved contact centre, Head of Customer Services, Claire Carroll, believes that training her teams how to become more resilient to every day stressors will help them improve both their quality of life and happiness at work whilst improving the service we provide to customers and members.

Claire said, “Investing in our people is critical to ensure we provide the very best service possible to our Customers, Colleagues and Members”.

The buzz training has been uniquely tailored from an initial insight workshop and has had the full input from the team of managers who are buzzing about the campaign. Claire’s teams will learn the science behind stress, the art of positive thinking, developing an attitude of gratitude, mindfulness breathing, the emotional brain and health facts about energy, sleep and nutrition all the building block for resilience.

For 4 weeks after the training the team will be supported by a weekly email to embed their learning and will receive hints and tips to encourage teamwork. Each of the 4 weeks will have a new theme focusing on aspects of their buzz training. There are reminders of the buzz learning on infographic banner stands in the call centre to help support and put the learning into practice in their everyday lives. The themes are related to emotional management, expressing gratitude, hydration and looking for positives. It’s just what our busy contact centre needs to boost resilience and be the best teams they can be.

Maria Bourke, MD at Let’s Get Healthy said, ‘It’s been a pleasure to team up with the Co-op and create such a brilliant programme. Giving the team tools and techniques whilst having fun with innovative education, has given the teams buzz power! The training will run from October to March 2017. The contact centre teams are already buzzing with anticipation! We can’t wait to hear the feedback they leave in the video buzz booth.’

The Co-op group lead the way by championing different ways to do business. This creative and interactive way to support colleagues in contact centres is a great way to showcase this ethos.