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After a reorganisation, RAC saw a growing gap between its high and low performers in Retentions and Acquisitions. We built a coaching programme that helped Team Leaders close it, saving 3% more customers and narrowing the gap between top and bottom performers for the first time.
Contact centre performance depends on how well front-line colleagues communicate, negotiate and solve problems. After a reorganisation, RAC’s data showed a growing gap between its high and low performers across Retentions and Acquisitions, and in a team where every call is a chance to keep or win a customer, that gap was costly.
RAC wanted Team Leaders to coach with more consistency, focus and impact, backed by a small team of dedicated coaches recruited through an assessment centre.
We started with a diagnostic to define what high performance really looks like on the phones: the skills and mindsets of the best performers. Then we built a bespoke coaching programme around four cornerstones (what, how, who and when to coach), aligned with the assessment centre framework.
AI-powered call analytics and live coaching tools were built into the learning, helping colleagues use them with confidence to strengthen empathy and judgement while staying within FCA guidelines. Embedding included a practical toolkit, side-by-side coaching, calibration sessions and 1:1 support.
Alongside the training, we helped tackle the system barriers getting in the way of performance, and aligned the new high-performance standards with recruitment, induction and quality assurance.