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Abbey pilots sales training programme

Abbey has launched a sales training programme to help turn its rebranding efforts into stronger relationships with its customers. The Bank is keen to get closer to its 18 million customers and part of this refocusing included setting up a new telephone unit in Belfast called ‘Customer Outreach’.

Gazing Performance was appointed at the end of 2003 to help develop the programme. Two pilot trials have been completed successfully with a significant increase in campaign effectiveness being achieved as Gazing has helped the company’s outbound advisors to better understand their customers’ thought processes during a telephone conversation.

Chris McCormack, who leads training in the Abbey call centers said: "Feedback from the initial pilot programmes - involving over 20 sales agents, two managers and two sales coaches - has been extremely positive. We are beginning to see some great results".

Based on the success of the pilots, Abbey has now drafted a training plan which will be rolled out over the next few months and will involve over 100 agents undertaking Gazing training.

Commenting on the project, Gazing lead, Ian Cochrane said, "We are delighted with the success of these initial projects, which are helping Abbey to turn its rebranding exercise into something with tangible – and commercial – benefits."

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