How we helped motivate a call centre.
RAC has 150 staff at its main call centre in Bristol. They take breakdown calls and do outbound marketing. They briefed our Norwich office to find a way for their telemarketers to be more consistent in their message, to save more sales opportunities and improve upselling. At the same time, the communication had to be motivating and make them feel part of a special team.
The result was a smart flip chart booklet that sat on their desktop. Entitled “You’re RAC (How to be us, without losing you)”, it recognised the importance of individuality while working as a team. It listed product benefits, competitor comparisons and the best ways to overcome customer objections. Visually and tonally it offered up all this information with a touch of charm that brought a smile to the mind.
