Tuesday, May 23, 2017

1. …client-measured
topline benefits so far
from the programme
...increase in Net
Promoter Score
37,500%
…ROI from
the programme
(so far...)
…equivalent number of
heads created per
year by a 6% increase
in attendance
ROI 37,500%
“Tao has brought
a different rigour
that we haven't
experienced from
other partners
before.”
Net Promoter
from
low
to
highest ever
C
ulture
of
performance,
engagement, &
coaching
Short-term
sicknessnowat
lowestever
Anewinternal
modelofbest
practice
Stakeholders
report
a
dramatic
cultural shift
All this
within
six months
£30 MILLION
58 PTS
RESULTS
Chosen approach for
behaviour change:
Sprints, from Agile.
This approach keeps
an intense focus on
developing &
embedding one small
set of crucial behaviours
before moving on to
change the next set.
Sky's biggest contact
centre had major
problems with
culture & capability.
When this site has a
bad day, the entire
sales operation has a
bad day.
Network Analysis to
identify informal
influencers. Meet them
to glean insights, &
engage them.
Programme directly
shaped by these
insights plus Sky
leadership & Tao’s
observations.
Behavioural,
coaching, & Sprint
training delivered to
leadership population
over 12 weeks.
Leaders run
fortnightly Sprints
comprised of daily
stand up Huddles, & a
‘Sprint Retrospective.’
EX2
Engagement
doubles to 75%
(6% over company
benchmark)
45 FTE
-14%
…attrition
drops by 14%