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Future Ready Customer Care<\/span><\/h1>\n

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High-impact sales programme based on the classroom-based application of revolutionary engagement techniques<\/span><\/h4>\n

[\/vc_column_text][vc_column_text]The \u201cFuture Ready\u201d project involved the whole customer care, consumer and business teams at Vodafone. The aim was to create an initiative with a significant impact on customer operations\u2019 staff, supporting them in making the most of their incoming<\/em> calls as opportunities to make sales and generate value.<\/span>[\/vc_column_text][vc_column_text][\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”1596″ img_size=”full” alignment=”center” qode_css_animation=””][\/vc_column][\/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” el_class=”case-studies-li” css=”.vc_custom_1649756969786{padding-bottom: 60px !important;}”][vc_column width=”2\/12″][\/vc_column][vc_column width=”8\/12″][vc_column_text css=”.vc_custom_1643022738615{padding-top: 60px !important;padding-bottom: 20px !important;}”]<\/p>\n

Goals<\/span><\/h5>\n

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• Develop conviction, motivation and ownership, to build a recognition that every contact is an opportunity for cross selling and upselling that could be maximised with the proper strategy <\/span><\/li>\n<\/ul>\n

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  • Replacing aggressive sales tactics based on sales proposals with an approach that recognises sales as a moment of \u201cover-caring\u201d<\/span><\/li>\n<\/ul>\n

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    Content<\/span><\/h5>\n

    [\/vc_column_text][\/vc_column][vc_column width=”6\/12″ css=”.vc_custom_1649772905902{padding-bottom: 20px !important;}”][vc_column_text]Client care and sales have historically been seen as two separate fields, as is the system of attitudes, skills, and approaches necessary to effectively manage each of them. In recent years, however, customer experience dynamics are undergoing a profound shift, and the connecting roles will only continue to increase in complexity to optimise how moments of honesty with clients are utilised.<\/span>[\/vc_column_text][\/vc_column][vc_column width=”6\/12″][vc_column_text]<\/p>\n

    This path developed in two phases: The \u201cacceleration\u201d path<\/em> sought to give a serious push to the sales activity, while in the \u201congoing\u201d path<\/em>, an OTJ implementation stage, sales results were considerably raised across all the targets.<\/span><\/h4>\n

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    Content<\/h5>\n

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    Future Ready is an innovative project based on an \u201cimmersive bootcamp\u201d concept designed by the Newton Factory.<\/span><\/h4>\n

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    Content<\/h5>\n

    [\/vc_column_text][vc_column_text css=”.vc_custom_1694790144144{padding-bottom: 20px !important;}”]In these bootcamps, techniques and mindsets are acquired through practice, where specialist actors are guided by the teacher using headphones, delivering powerful teaching dynamics through realistic simulations.<\/span>
    \nThe innovation is further supported by the backbone of the project,Radio Future Ready,<\/strong>created for and with the workers and through immersion in a digital environment where, alongside the bootcamp, the staff benefitted from original video courses and Newton-produced video series on \u201csoft\u201d subjects that facilitate sales. <\/span>
    \nA specific pathway of support for team leaders and collective gaming meetings (\u201cquiz sessions\u201d) has multiplied the degree of engagement and delivered support for the practice.<\/span>[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”1575″ img_size=”full” alignment=”center” qode_css_animation=””][\/vc_column][\/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1651154520705{padding-bottom: 60px !important;background-color: #111111 !important;}” z_index=””][vc_column width=”1\/2″ css=”.vc_custom_1649862628135{padding-bottom: 20px !important;}”][vc_single_image image=”1569″ img_size=”full” alignment=”center” qode_css_animation=””][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”1568″ img_size=”full” alignment=”center” qode_css_animation=””][\/vc_column][\/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” css=”.vc_custom_1649862613119{background-color: #111111 !important;}” z_index=””][vc_column][vc_column_text css=”.vc_custom_1643036859270{padding-top: 60px !important;padding-bottom: 20px !important;}”]<\/p>\n

    Project activities<\/span><\/h5>\n

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    Kick Off<\/h5>\n

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    Launch of Future Ready Radio<\/h5>\n

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    Team Leader pathways<\/h5>\n

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    Immersive bootcamps, \u201cacceleration path\u201d stage (multiple waves, 1,500 employees involved)<\/h5>\n

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    Social engagement and digital realisation<\/h5>\n

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    \u201cOngoing path\u201d stage and follow-up for support<\/h5>\n

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    Monitoring of KPIs<\/h5>\n

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    \u201cTop sellers\u201d in-depth pathway<\/h5>\n

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    Are you interested in the experience involved in this pathway? Let us know.<\/span><\/h4>\n

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    \n<\/span>
    \n<\/textarea><\/span><\/p>\n<div style=\"margin-top: 8px;\" class=\"contact-form-text\">\n<h6>I Agree to Newton's <a target=\"_blank\" href=\"\/privacy-policy\">privacy policy<\/a> <span class=\"wpcf7-form-control-wrap acceptance-140\"><span class=\"wpcf7-form-control wpcf7-acceptance\"><span class=\"wpcf7-list-item\"><input type=\"checkbox\" name=\"acceptance-140\" value=\"1\" aria-invalid=\"false\" \/><\/span><\/span><\/span><\/h6>\n<\/div>\n<p>\u00a0<br \/>\n<input type=\"submit\" value=\"Send\" class=\"wpcf7-form-control has-spinner wpcf7-submit\" \/><\/p>\n<input type='hidden' class='wpcf7-pum' value='{\"closepopup\":false,\"closedelay\":0,\"openpopup\":false,\"openpopup_id\":0}' \/><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div><\/form><\/div>[\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”yes” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=””][vc_column width=”1\/2″ offset=”vc_col-xs-12″ el_class=”case-studies-title”][vc_column_text] Future Ready Customer Care [\/vc_column_text][vc_column_text css=”.vc_custom_1649253046030{padding-top: 20px !important;padding-bottom: 20px !important;}”] High-impact sales programme based on the classroom-based application of revolutionary engagement techniques [\/vc_column_text][vc_column_text]The \u201cFuture Ready\u201d project involved the whole customer care, consumer and…<\/p>\n","protected":false},"featured_media":2227,"template":"","meta":[],"tipologia":[25,36,8,34],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.4.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Future Ready Customer Care - Newton S.p.A.<\/title>\n<meta name=\"description\" content=\"The Future Ready project involved all of Vodafone's Customer Care, Consumer and Business areas. 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