09:00
Arrive and Networking
Newcastle Strategic Solutions has redefined what it means to excel in employee experience, colleague onboarding and internal training opportunities. This has led them to 3 Gold wins at the 2024 UK National Contact Centre Awards for Trainer of the Year, Learning Manager of the Year and Most Effective New Employee Experience.
Newcastle Strategic Solutions has transformed their approach to their employee experience, achieving remarkable results. Their story of strategic innovation, cultural alignment and their relentless focus on creating a connected, capable workforce that drives sustained success is a testament to the power of visionary leadership and dedicated execution.
CCMA members are invited to meet the Newcastle Strategic Solutions team at their site in Newcastle-upon-Tyne, where they will share their stories of massive transformation not only for their customers, but also their colleagues.
Join us for this Best Practice Visit, at the Newcastle Strategic Solutions site, to hear their story.
Arrive and Networking
CCMA Welcome and Member Update
Hear the latest news and updates on the CCMA and what to expect from the day.
Newcastle Strategic Solutions Welcome
Operations Director, Catherine Lindsay welcomes CCMA Members to meet the team where she will share the background of Newcastle Strategic Solutions.
Most Effective New Employee Experience
In the aftermath of the COVID-19 crisis, Newcastle Strategic Solutions recognised the need to revamp their new colleague onboarding process. By realigning it with the organisation’s purpose, culture, customer-centric approach, and future growth plans, they achieved astounding results: reducing attrition from 50% to just 7% and securing commercial gains exceeding £525,000. This session will delve into how their comprehensive restructuring has led to a more connected and capable workforce.
Learn how initiatives like integrating volunteering into onboarding and extending academy training has contributed to 94% of new employees rating their training experience 4 or 5 out of 5, setting a new standard for employee engagement and effectiveness.
Winners Story – Trainer of the Year
Rachael Thompson recently won Trainer of the Year. Rachael has played a pivotal role in transforming the onboarding experience at Newcastle Strategic Solutions. Join us as Rachel shares her insights on how she identified critical areas for improvement and implemented impactful changes to their induction plan that new starters receive upon joining the company. She will also discuss her development tools to better support customers in vulnerable circumstances and the implementation of a ‘customer excellence mindset’ across the organisation
Winners Story – Learning Manager of the Year
Kizzy Tate’s achievement as the Gold award-winning Learning Manager of the Year is a testament to her transformative impact on Newcastle Strategic Solutions’ Learning and Development program. She will reveal the in-depth review she conducted upon joining the team, where she identified key areas for improvement and proposed a bold transformation of the onboarding process and the entire Training Academy. Discover how this overhaul not only delivered substantial savings, but also significantly enhanced the learning experience.
Q&A and Site Tour
Lunch and further Q&A
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