PEP continues to work with one of Australia’s largest banks, with over 13 million customers. Its success is built on enduring customer relationships and being a place where the best people want to work.
In this particular case, bankers and support staff are tasked with helping their customers achieve their financial goals. To do their jobs well, staff need to be focused on customers. However, staff reported that they faced multiple interruptions, and did not have time for proactive customer service. Common frustrations included:
All of these challenges meant that staff were stressed and unable to focus on their most important priority – their customers.
The Bank chose PEP to deliver customised programs to over 500 business bankers and support staff. PEP worked with their team to build habits and routines that enabled:
PEP provided a set of tools and individual coaching sessions to help staff work more efficiently and effectively. Because PEP is an experiential program, staff started using the learnings straight away.
Participants reported seeing time and energy savings immediately after the program. By the end of the PEP program, participants:
Because PEP supports people to form productive workplace habits, the benefits are long-lasting. Having more time to focus on the important things meant that staff could better serve their customers – 79% of program participants scheduled between 1-5 additional client meetings per week.
Staff also reported being able to fit their work into “normal hours”, which improved their work/life balance. Program participants reported a drop of more than 50% in feelings of stress and anxiety.
PEPworldwide has been helping this large Australian Bank and its business units to improve their productivity since 1996. The results of this program saw dramatic increases in time spent on high-value activities while participants reduced stress by fitting their tasks within a normal workday.
As workplace environments continue to evolve, so too must our ability to optimise performance and productivity during work hours. The results from this case are testament to the importance of investing in your employees to ensure a happy, effective, efficient workplace.