Since the pandemic, the IG client servicing project team have delivered enormous value to the business from technical, operational and people perspectives. This led to their Gold win at the UK National Contact Centre Awards 2023 for Change & Innovation Team of the Year.
IG has delivered fantastic success to key metrics at a global level, with areas such as customer satisfaction seeing a 20% increase, live chats improving by 30% as well as an improvement in their TrustPilot scores. Alongside operational workstreams, the team have delivered a new Client Servicing Eco-System to support the business’ growth and ambitions.
IG Group is an innovative, global fintech company that delivers dynamic online trading platforms and an educational ecosystem.
CCMA members are invited to meet the IG team at their site in London, where they will share their growth journey and how the client servicing team have been key to their success.
Join us for this Best Practice visit, at the IG site, to hear their story.
Agenda
| 08:30 – Arrive and Networking | |
| 09:30 – CCMA Welcome and Member Update
Hear the latest news and updates on the CCMA and what to expect from the day. |
Kate Law, Director of Membership and Learning, CCMA |
| 09:45 – IG Welcome and Introduction
Gio will share with us the tremendous growth journey that IG have been on, and how the Client Servicing team have been key to the success. The improvement programme launched in February 2021 to deliver value in key areas: capacity, digital servicing, retention, data insights and continuous improvement. Since launching customer satisfaction has improved by more than 20%, NPS is now consistently above 20% increasing from -14.2%, they have also improved their TrustPilot score from 3.6 to 4.1 with the support of a social media specialist, a role that was specifically created as part of the change programme. |
Gio Pilides |
| 10:15 – Winners Story
Join us to listen to IG’s Client Servicing Team’s winning story as they share with us the enormous value that has been bought to the business over the last 24 months by the team, from a technical, operational and people perspective. How they have delivered fantastic success to key metrics at a global level and what’s in store for IG as they enter phase 2 of the project. |
Client Servicing Team, IG |
| 11:00 – Site Tour | |
| 11:30 – Q&A | |
| 12:00 – Lunch and further Q&A | |
| 12:30 – Close | |
This event is now fully booked
Where and when?
Date: Wed 28 Feb 2024
Time: 09:00 - 12:30
Location: Cannon Bridge House, 25 Dowgate Hill, London, EC42 2YA
Who is it for?
Contact Centre Managers/Leaders, Head of Contact Centres, Technology and Change Leads within the contact centre.
How much is it?
A member benefit.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.