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
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