Case Studies

Improved Front-line Employee Engagement: A Financial Industry Success Story

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This Fortune 500 Financial Services organization has a common challenge: hiring, retaining, and developing a large population of frontline employees. To leverage the impact of the frontline employee segment on business results, the management team was tasked with developing a comprehensive performance initiative over a three-month period. THE CHALLENGES • Frontline employees lacked initiative in problem solving and goal setting and were frequently waiting for management or others to direct their development • Leadership candidates were unprepared to assume next-step leadership roles at the conclusion of the promotion cycle • Time, energy, and resources were unnecessarily wasted onboarding and retaining employees THE SOLUTIONS • The company's current performance was the result of their frontline employees' level of engagement and investment; they needed specific "how to" training that would address self-discovery and individual buy-in • The company deployed the InsideOut Breakthroughs program with their coaches group, frontline supervisors, and frontline account managers (phone agents) THE RESULTS • Overall engagement increased and employees reported feeling a sense of ownership over their own development • Managers noted a decrease in issue escalation and an increase in dual ownership and responsibility over tasks • Growth and development of the organization's "bench strength," (i.e. the ability to fill open management positions with ready-to-lead candidates) "InsideOut Breakthroughs empowers people to think for themselves. Managers find they spend less time and energy resolving problems and more time focused on processes that drive results." —Sr. Training Associate Fortune 500 Financial Services Firm insideoutdev.com Coaching that works. CLIENT PROFILE WHO: Fortune 500 Financial Services Organization WHAT: Leading provider of personal and business credit card services OBJECTIVE: Improve personal accountability and engagement in frontline account managers CLIENT Success Story © 2016 InsideOut Development. All rights reserved.

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