Impact Study - Leadership

Leadership Development Program Improves Customer Satisfaction Scores by 20%

Solutions

The company contacted the Cultural Intelligence Center to design and facilitate a program that would help the leaders address the challenges of supporting culturally diverse customers, most of whom were not from India or the Philippines. The solution was a comprehensive 6-month program.

  • Month 1
  • Month 2
  • Month 3
  • Month 4
  • Month 5
  • Month 6
  • The 100 managers took the CQ Multi-Rater Assessment
  • All managers participated in the Leading with Cultural Intelligence workshop offered at multiple sites (1-day)
  • Participants were responsible to review the job-aids received in the workshop and read Expand Your Borders. In addition, they were responsible to discuss a couple take-aways from the workshop and readings with those they manage.
  • Participants completed their CQ Development Plans
  • Managers participating in the program met one-on-one with an internal coach to review their CQ Development Plans (Coaches had previously been through a session on cultural intelligence).
  • Managers read Leading with Cultural Intelligence and discussed it with a small group of other managers in the program
  • Managers had team meetings with those they manage to share take-aways from the reading and ongoing learnings.
  • Participants took the CQ Multi-Rater Assessment a second time and completed the CQ Development plan in light of the new feedback.
  • Participants met with a coach one-on-one again
  • Participants attended a two-hour final wrap-up session
Month 1
  • The 100 managers took the CQ Multi-Rater Assessment
  • All managers participated in the Leading with Cultural Intelligence workshop offered at multiple sites (1-day)
Month 2
  • Participants were responsible to review the job-aids received in the workshop and read Expand Your Borders. In addition, they were responsible to discuss a couple take-aways from the workshop and readings with those they manage.
  • Participants completed their CQ Development Plans
Month 3
  • Managers participating in the program met one-on-one with an internal coach to review their CQ Development Plans (Coaches had previously been through a session on cultural intelligence).
Month 4
  • Managers read Leading with Cultural Intelligence and discussed it with a small group of other managers in the program
  • Managers had team meetings with those they manage to share take-aways from the reading and ongoing learnings.
Month 5
  • Participants took the CQ Multi-Rater Assessment a second time and completed the CQ Development plan in light of the new feedback.
  • Participants met with a coach one-on-one again
Month 6
  • Participants attended a two-hour final wrap-up session

Results

The participants were enthusiastic about the relevance of the learning to the challenges they were facing. In addition, they reported better team meetings as a result of the discussions relevant to the 6-month program. Specifically:

 

  • The group of managers saw a significant increase in CQ Drive, indicating the program equipped them to more effectively handle the frustration and conflict that is inevitable in their roles.
  • Customer satisfaction ratings increased 20% from the average ratings received prior to the program.
  • The company estimates the program saved them millions of dollars by allowing them to find a way to sustain the call centers rather than moving them to more costly markets.

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